Associate Technical Services Engineer

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

📋 Description

• Deliver first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets in accordance with established SLA guidelines.

• Systematically troubleshoot technical problems and collaborate across departments to identify root causes and implement effective solutions.

• Assess and prioritize customer issues, providing timely workarounds and guiding users on best practices and preventive strategies.

• Appropriately escalate complex issues while ensuring clear communication with customers throughout the resolution journey.

• Contribute to the knowledge base documentation and create reusable scripts to enhance team efficiency and customer self-service capabilities.

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

⛳️ Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field.

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

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

• More than 1 year of experience as a Business Analyst is advantageous.

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

• Capability to document standard operating procedures and manage ticket lifecycles utilizing tools such as Salesforce and Jira.

• Experience engaging with customers and effectively managing competing priorities.

🏝️ Benefits

• Health insurance

• 401(k) plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities