Provide first level IT support for Atlantic Health System staff and customers. Document incidents, resolve requests, and collaborate with team members for effective support.
About the role
- Business-focused Technical Support Analyst providing product services and support for global users at LexisNexis Risk Solutions. Focused on technical product services within customer engagements and driving continuous improvement.
Responsibilities
- Handle incoming traffic via supported channels when necessary, to ensure SLA alignment.
- Handle client requests in relation to escalated support requests and issues.
- Serve as the primary point of contact for escalated customer inquiries and issues within the local region.
- Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
- Provide expert-level technical guidance to customers and staff, guiding them through issue resolution steps effectively.
- Collaborate with cross-functional teams to address customer needs and provide timely solutions.
- Assist clients configure the product where necessary, focused on providing product best practices.
- Assist with client onboarding and EBRs where necessary.
- Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
- Technical/Functional Article and FAQ creation, reviews, and modifications.
- Assist with problem management and identifying incident/request trends where necessary.
- Assist with maintaining both internal and external training documents where necessary.
- Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
- Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
- Assist in training and onboarding new customer support team members.
- Assist customers with configuration setup/training.
- Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
- Participate in preparation for product launches.
- Accurate documentation in the appropriate systems such as Salesforce and Jira.
Requirements
- Minimum 3 years’ experience in a related field/role
- Advanced troubleshooting skills
- Advanced problem-solving skills
- Experience in handling escalated customer support calls
- Recognized as being Customer Service / Team Player oriented
- Proven customer service skills with excellent written and verbal communication skills
- Experience with Jira Service Desk
- Understanding of APIs and SDKs
- Hands on experience with cloud technologies and services
- Great multi-tasking and time management skills
- Outcome focused and ability to stay positive in high pressure situation
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
IT Support Technician providing high - level onsite support at client’s offices in Madrid. Focused on delivering solution - oriented professional service in demanding corporate environments.
Customer Support Engineer managing customer technical requests in renewable energy sector. Provide support via calls and emails, project modifications, and data - driven solutions.
Technical Product Support Engineer providing Tier 3 support for Leica Biosystems’ Core Histology portfolio. Collaborating within global teams for service readiness and product excellence.
Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
Senior Technical Support Engineer managing customer technical support for Stryker’s Vocera solutions. Documenting issues, monitoring inquiries, and collaborating within the company to enhance customer experience.
IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
Technician Support PLM in hybrid role for Visiativ, aiding SMEs in digital transformation and software use. Key responsibilities include support, ticket management, and incident resolution.
External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
Join Genpact as a Junior Technical Remote Support Engineer, providing technical support in a fast - paced AI environment. Collaborate with teams to drive continuous improvement and customer satisfaction.