Tier 2 Technical Solutions Consultant

This is a fully remote position, open to applicants in Iowa, +7 more states.

📋 Description

• Deliver exceptional customer service to both internal and external users throughout the U.S. and Canada.

• Facilitate access to the platform and supporting systems for users.

• Engage with customers through calls, emails, and video conference calls to assist in troubleshooting issues.

• Provide technical assistance, including password resets and browser cache clearing.

• Train users on the basic functionalities of the systems.

• Adhere to established User Management and Incident Management processes.

• Appropriately escalate and monitor unresolved issues in accordance with the Problem Management Process.

• Follow up with customers, offer feedback, and pursue a satisfactory resolution.

• Ensure accurate recording, documentation, and closure of support incidents.

• Capture and escalate feedback and suggestions using the prescribed process.

• Aid in the creation and upkeep of technology-related guides, manuals, instructions, and training materials.

⛳️ Requirements

• A minimum of 2 years' experience in the technical support field.

• Exceptional verbal and written communication abilities.

• Strong analytical, diagnostic, problem-solving, time management, and organizational skills.

• Proficient in Microsoft Outlook, Excel, PowerPoint, and Word; possessing intermediate to advanced skills.

• Capable of thriving in a fast-paced, deadline-driven environment.

• Resourceful and able to work effectively with minimal supervision.

• Committed to following issues through to resolution.

• Able to collaborate effectively in a team environment to fulfill required documentation projects.

• Open to receiving feedback in a professional manner.

🏝️ Benefits

• Wellmark Blue Cross Blue Shield health, dental, and vision insurance; Ascent covers half of the employee premium.

• Nine paid holidays each year.

• 144 hours of paid time off annually, encompassing sick, vacation, and personal time.

• Eligibility for a 401(k) plan after one year of employment.

• Weekly pay with direct deposit options.