Technical Support Engineer 2

Enlyte•UNAVAILABLE, UNAVAILABLE

14h•Remote

About The Position

This is a remote position and can be located anywhere in the US. To provide proactive and reactive technical support for Mitchell Auto Casualty software solutions (ACS). This consists of working closely and independently with product development, product management, customer service, field support and customers as a technical liaison.

Requirements

Bachelor degree in computer science, information systems, or equivalent experience required.
Two years of proficency in supporting web-based applications.
Demonstrated knowledge of system integration, troubleshooting hardware conflicts, data communication, and diagnostics to the board level.
Proven skills in handling multiple tasks or projects.
Experience in writing technical documentation required.
Effective oral and written communication skills required.
A self-starter with proven ability to work independently to analyze problems and recommend solutions.

Nice To Haves

Medical insurance or medical bill review experience preferred.
SQL Certification preferred.
Knowledge of SQL and database contents and structure preferred.
College level technical writing training preferred.

Responsibilities

To handle escalation of all customer problem calls not resolved by 1st or 2nd level TAC technicians, by researching, reproducing problems, and interfacing with customers, vendors and internal resources until resolution on both production and test environments. Logging all confirmed defects and issues in Tracker system. In overload situations may handle first level calls as well.
To provide product training to ACS customer service staff, 1st and 2nd level TAC Technicians and Customer Support Managers on product installation, upgrade, and uninstall of the product, as well as any associated utilities (PPOM importer, data importer, IEP, dpsupport, and other tools and utilities) , including development of technical training curriculum and materials.
To provide the Mitchell ACS organization, including TAC, Customer Support, CSMs, H.I.M., and Sales with technical documentation in the form of KnowledgeBase, TechFax, e-mail, hard copy or other formats as required. This will include version related changes, upcoming releases, and general troubleshooting tips for the technical components, which may include Install, Upgrade, or Uninstall type documentation.
To participate in the development, QA, and launch of new software products as a representative of Mitchell’s customer service group, providing analysis and review of specs, requirements and documentation for the purpose of recommending product changes to enhance serviceability and reduce potential service issues.
To develop documentation with input from Product Management and Product Development for use by customer service staff including product installation and configuration instructions, technical support notes, work around instructions, and product hardware specifications. Final revisions will be delivered by TSE to Mitchell’s TechComm group for Mitchell standardization.
Work with Health Information Management, Development, Information Systems to ensure our technical support SLA obligations are being met.
To participate in other technical customer service implementation projects as assigned by Sr. Director of Implementation Services.
To provide input to development organization in the development and maintenance of automated tools to assist customer service organization with troubleshooting software and hardware problems.
Work closely with field TSE on all aspects of position, to ensure interactions, knowledge, and issues are known by both.