Technical Solutions Engineer

3 weeks ago

Davis, United States Agile Global Solutions Inc Full time

Minimum Required Qualifications:

Not a software development position but a software troubleshooting

TECHNICAL

Bachelor of Computer Science Degree is a must***

Experience in programming (SQL, Powershell, ***)

***Strong skills with programming***

Intermediate proficiency in the following technologies: MS Windows (application logs and security logs) , MS Office, MS Planner/Project

Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers

Proficient in Networking Knowledge (understanding how one server talks to another server)

Proficient in Authentication Principles (understanding how SAML, Azure AD, Windows AD)

3+ years experience interacting with customers in a software support environment for an application(s) other than a MS product(s)

Other

Strong customer service, problem solving, technology skills with strong writing skills

Able to multi-task while listening to or chatting with the customer, documenting in the Case

Management system, and/ or researching the solution to the callers issue

General knowledge of software/data warehouse industry principles

Ability to learn quickly to work with inhouse tools

Proficient in Interface troubleshooting (HL7v2, HL7v3, XML, FHIR) (Electronic Data interchange)

Proficient in interface configuration and mappings

Data Migration- (need programming knowledge and C-sharp (what does Nick use)

Must have Permanent Right to Work in the United States

Must live in Davis/Sacramento or surrounding area

Must be able to pass a background check

Ability to be flexible with scheduled in office hours covering extended office hours

Ability to work in rotating on call/emergency service to provide a 24x7x365 environment depending on business needs

Excellent written and verbal communication: ability to clearly and effectively communicate

Ability to develop good relationships with customers

Responsibilities:

Exemplify a superior customer experience by providing supportive behavior in all customer interactions

Resolve technical problems and answer queries by telephone or email in support of Cedaron customers that utilize Cedaron system solutions.

Diagnose, identify, isolate and analyze problems, documenting them in incident tickets and routing to correct support teams when required.

Collaborate with development engineers to troubleshoot and support complex customer issues.

Communicate effectively and timely with the customer until the issue is resolved.

Maintain and update records and tracking databases. Provide input to management regarding recurring problems and patterns of problems.

Develop and contribute articles to knowledge base tool that support the Customer Service team in cross-training and more effective issue resolution.

Deal with customers of varying knowledge and skill sets courteously at all times, creating a collaborative environment of support/problem and demonstrating a desire to provide service of excellence to the customer.

Independently exercise judgement and discretion while resolving customer technical and procedural problems

Ensure a high quality customer service experience

Identify creative solutions to customer technical problems

Develop innovative process solutions to meet specific needs, including eliminating complexity and non-value added work

At all times, develop and maintain high level of knowledge about products and services offered by Cedaron Medical Inc.

Proactively seek to understand customer needs and use this information to inform strategic team goals and priorities

Identify creative ways to enhance the customer experience and drive customer loyalty

Make business decisions that continuously improve customer satisfaction and coach team members to make decisions that are appropriate for each customer

Discuss and document process improvement methods regularly with team members to further a culture of continuous improvement.

Provide remote demonstrations on Cedaron solutions

Ensure customer prospect profile maintenance in Salesforce

Coordinate with department manager to identify, document, and complete other projects and tasks to meet business goals

Solve tier 3+ support tickets independently

Participate in afterhours and weekend coverage rotation to support emergency customer calls

Participate in team rotation of early shift support coverage for Customer Service daily operations between 6am and 5pm

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