Technical Support Specialist, L2

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

📋 Description

• Proficiently identify and resolve issue root causes while effectively communicating the details to both internal and external stakeholders.

• Assist in developing and documenting processes and best practices to enhance support for customers and product end users.

• Proven ability to clearly convey technical issues to audiences without a technical background.

• Oversee multiple communication channels (email, phone, case, chat) as well as handle several cases and/or projects simultaneously, providing updates and comprehensive solutions as needed.

• Guide and support level 1 and level 2 technical support specialists.

• When applicable, propose, plan, and manage new feature requests, internal and external documentation, and system training sessions.

⛳️ Requirements

• Generally requires at least 5 years of relevant experience with a Bachelor’s degree; or equivalent professional experience.

• Skilled in utilizing Microsoft Office Suite.

• Eagerness to assist in enhancing troubleshooting documentation.

• Experience with a case management tool to meticulously record notes and manage customer interactions (e.g., Salesforce, ServiceNow, ZenDesk).

• Required proficiency in developer tools, Postman, and writing SQL queries.

• Familiarity with programming languages (C++, Python, HTML, CSS) is a significant advantage as it aids in addressing technical inquiries from customers.

• Exceptional verbal and written communication skills along with strong presentation abilities.

• Previous experience with Azure DevOps and/or equivalent tools (Jira, etc.) is beneficial.

• Detail-oriented with the capability to multitask and manage time effectively in a fast-paced, uncertain environment.

• Experience in healthcare IT, medical information systems, and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma sectors is a plus.

• Empathetic approach to work, with a passion for delivering outstanding customer experiences.

• Ability to effectively share knowledge with others, both internally with colleagues and externally with our customers.

• Must be capable of working independently while also being a proactive team player.

🏝️ Benefits

• Competitive compensation.

• Remote-first working environment.

• Flexible scheduling with core collaboration hours (10:00 AM – 3:00 PM ET), allowing for both focused work and personal time.

• Generous time off policy: Flexible PTO designed for genuine rejuvenation, along with 17 company holidays, paid sick leave, and paid parental leave.

• Comprehensive health coverage: Multiple medical plan options with substantial company premium contributions, along with dental (including orthodontia) and vision coverage for you and your family.

• Financial wellness: 401(k) plan with company matching to assist in future planning.