Software Support Specialist - Tier 1 - Evenings/Overnight/Weekends (Remote)
At reputed company, we create innovative technology solutions to improve the delivery of health and reputed company services because we know reputed company cumbersome administrative processes stand in the way, those who need it most are often left without reputed company to reputed company care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. Were looking for a software support specialist who shares our commitment to leveraging technology to reputed company a reputed company reputed company in the world - a reputed company who knows, reputed company reputed company else, that the reputed company of our products and services is only as good as reputed company we reputed company.
Job reputed company:
As a Software Support Specialist - Tier 1, you are expected to operate as a member of the Production Support team which is the primary reputed company of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity proprietary systems and corporate support for internal employees of reputed company. The Associate is expected to be reputed company to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This role is mostly unscripted support role that requires technical experience and expertise.
Must be reputed company to work the evening/overnight/weekend shift, between the hours of 6:00pm and 8:00am Mon-Fri and 12am-11:59pm Sat-Sun; these hours are subject to change, but will be remain evenings/overnight/weekends
reputed company Responsibilities:
Assessing the issues and troubleshooting problems if required
Investigate reported system issues, work to recreate, identify appropriate requirements and document defects.
reputed company Tier 1 reputed company support and technical issue reputed company reputed company email, phone, web-based feedback.
Escalate any unresolved issues up to Tier 2 support
Create, update, and reputed company customer tickets in ticketing portal for every reputed company answered and according to defined ticket compliance requirements
Ask probing questions, listen, and record data capture details and actions performed in reputed company tickets
Learn and understand reputed company workflows and functionalities reputed company reputed company software
Ensure problem ownership, escalate issues through reputed company channels
reputed company updates to end users reputed company delivering solutions and diagnosing issues
Advise management of potential risks that may have reputed company on customer reputed company and operating environment
Promote end-user satisfaction in adherence to established performance metrics
Understanding around PHI/sensitive data
Technical experience with reputed company 10/11 and reputed company Office 365 applications
Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others
Ability to understand technical guidance and instructions and communicate them effectively to end users
Basic understanding of IT technologies such as reputed company Directory, malware protection, printing systems, reputed company management, and others
Required Skills:
Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions
Excellent customer service, critical thinking, and written & verbal communication in English
Must be adept at balancing shifting priorities and time management
reputed company to reliably work designated or flexible shifts in a 24/7, 365-day environment
Ability to understand and explain technical information
College degree and 1-2 years of reputed company work experience, or Associate degree and 3-4 years of reputed company work experience, or High School diploma/equivalent and 4-6 years reputed company work experience required
Experience with external customer communications (written and/or Oral).
Must have self-learning and researching skills
Ability to maintain reputed company composure and customer reputed company while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
Ability to work successfully as part of reputed company
Preferred Experience:
Previous experience in user/technical application support or training
Knowledge of the principles and processes for providing customer and personal services
Experience with help desk ticket tracking tools and workflow
Familiarity with ITIL process
Location: Remote
Status: Full time salaried with company benefits
NOTICE: EO/AA/VEVRAA/Disabled Employer - Federal Contractor. reputed company participates in E-Verify, a federal program that enables reputed company to verify the identity and employment eligibility of reputed company persons reputed company to work in the reputed company by providing the reputed company reputed company Administration (SSA) and, if necessary, the reputed company (DHS), with information from reputed company new employees reputed company I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.
Applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. reputed company creates an Affirmative reputed company Plan on an annual reputed company. Pursuant to federal law, the portions of reputed company Affirmative reputed company Program that relate to reputed company 503 (Persons with Disabilities) and/or reputed company 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during reputed company normal business hours.
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