Technical Support Specialist
5 days ago
We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will work in a fast-paced environment ensuring our WebMD Ignite solutions are properly and effectively supported.
Your role will involve using your technical expertise to investigate customer issues, research, find and document solutions, and deliver exceptional customer service via Salesforce cases. Your primary responsibilities will include:
Main Responsibilities:
- Provide high-level technical support for incoming customer issues through Salesforce case management, email, phone, and chat.
- Develop subject matter expertise in one or more products or related technologies.
- Investigate and resolve technical issues efficiently, escalating issues to engineering and product teams when necessary.
- Manage assigned customer reported issues successfully, creating knowledge content and playbooks for common issues.
- Build strong working relationships with colleagues using polished interpersonal skills.
- Assist with ongoing process improvement initiatives, partnering with Engineering teams, field teams, and customer success teams to provide holistic and meaningful solutions.
Key Requirements:
- Associate's degree or equivalent experience in computer science-related field.
- Proven experience (3 years) in a fast-paced, technical support break/fix enterprise environment.
- Proficient in HTML, CSS, HL7 FHIR, with preferred knowledge of JavaScript.
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