Technical Support Engineer
Technical Support Engineer
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Job Description
Stefanini Group is hiring!
Exciting opportunity awaits let us help you get started!
Click Apply now or you may call: / email: Deepak Tyagi () for faster processing!
Job Description:
As a Technical Support Engineer you will work in a fast-paced environment ensuring Ignite solutions are properly and effectively supported. You will use your technical expertise to investigate customer issues research find and document solutions and deliver exceptional customer service via Salesforce cases. Your role will be key to ensuring our customers success. Our support team works together to take on technical challenges and provide a positive experience for our clients. Occasional late shift work and on-call work on a rotating basis. This position reports to the Manager of Support.
Responsibilities:
- Provide technical support for incoming customer issues through Salesforce case management email phone and chat.
- Subject Matter Expertise in one or more products or related technologies.
- Ability and drive to do what it takes to resolve technical issues which includes reproducing issues using a remote desktop software to troubleshoot directly with the customer log analysis etc.
- End-to-end support for the customers issue including working with and escalating issues to engineering and product teams to drive issues to timely resolution.
- Successful management of assigned customer reported issues.
- Creating knowledge content and playbooks for common issues.
- Establish strong working relationships using polished interpersonal skills with a continual focus on great customer service and support.
- Assist with ongoing process improvement initiatives.
- Partner with Engineering teams field teams customer success teams to provide holistic and meaningful solutions.
- Top notch communication skills both verbal and written not only for communicating issue resolution but also educating the customer and keeping them aware of status.
Qualifications
- Associates degree or equivalent experience in computer science-related field
- Proven experience (3 years) in a fast-paced technical support break/fix enterprise environment
- Proficient in SQL HTML CSS.
Attributes:
- Excellent communication skills (written and verbal) and ability to be a trusted advisor to customers
- Excellent analytical and technical troubleshooting skills with impeccable attention to detail particularly on level 2 related issues
- High level of professionalism
- Ability to work and collaborate effectively in multi-functional teams
- Preferred: Working knowledge of EHR vendors such as EPIC Meditech Cerner or Allscripts
- Preferred: Cloud based SaaS and/or DaaS product experience
- Preferred: JavaScript general knowledge of HL7 FHIR.
*Listed salary ranges may vary based on experience qualifications and local market. Also some positions may include bonuses or other incentives*
About Stefanini Group
The Stefanini Group is a global provider of offshore onshore and near shore outsourcing IT digital consulting systems integration application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas Europe Africa and Asia and more than 400 clients across a broad spectrum of markets including financial services manufacturing telecommunications chemical services technology public sector and utilities. Stefanini is a CMM level 5 IT consulting company with global presence. We are CMM Level 5 company.
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Employment Type
Contract
