Associate Technical Services Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level product and technical assistance to clients.

• Analyze customer issues, research solutions, and resolve tickets in accordance with established SLA standards.

• Conduct systematic analysis to troubleshoot technical challenges.

• Work collaboratively across departments to identify root causes and implement effective resolutions.

• Assess and prioritize customer inquiries.

• Provide timely workarounds and advise users on best practices and preventive strategies.

• Appropriately escalate complex issues while ensuring clear communication with customers.

• Contribute to the documentation of the knowledge base.

• Create reusable scripts to enhance team efficiency and customer self-service options.

• Maintain flexible availability to assist customers across different time zones, including occasional early morning or evening shifts for collaboration with the US team.

• Engage in mobbing sessions and team learning initiatives.

• Identify and rectify missing or inaccurate documentation.

• Adapt to new tools and processes effectively.

• Clearly communicate with customers and efficiently document next steps.

⛳️ Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a similar discipline.

• 0-2 years of experience in the analysis, maintenance, support, implementation, and testing of software systems utilizing Java, J2EE, and internet technologies.

• Preferably, experience in the health insurance sector, particularly with healthcare payors.

• 1+ years of experience as a Business Analyst is advantageous.

• Strong critical thinking, analytical reasoning, and problem-solving abilities.

• Capability to document standard operating procedures and manage ticket lifecycles using Salesforce and Jira.

• Experience in engaging with customers and handling competing priorities.

• Technical curiosity and a strong aptitude for learning.

• Familiarity with Java-based applications and troubleshooting techniques.

• Proficiency in SQL query development and debugging.

• Knowledge of relational databases and version control systems.

• Understanding of web services (SOAP/REST).

• Experience with data formats and log analysis.

• Basic understanding of UNIX command-line operations.

• Excellent communication and interpersonal skills.

• Ability to prioritize issues, manage schedules, and collaborate in a dynamic environment.

• Proactive, motivated mindset with a strong desire to comprehend business and technical challenges.

• May be required to undergo a pre-employment criminal background check.

🏝️ Benefits

• Remote work environment.

• Flexible availability across time zones.

• Travel may be required depending on company needs.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.