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 caller’s 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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