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Technical Solutions Engineer (Tier 2 Support)

Company: Experis
Location: Davis
Posted on: November 19, 2021

Job Description:

Technical Solutions Engineer (Tier 2 Support)
Minimum Required Qualifications:
2+ years' experience interacting with customers in a software support environment for an application(s) other than a MS product(s)
Must have Permanent Right to Work in the United States
Must live in Davis/Sacramento or surrounding area
Must be able to pass a background check
Strong customer service, problem solving, technology skills with strong writing skills
Intermediate proficiency in the following technologies: MS Windows, MS Office
Able to multi-task while listening to or chatting with the customer, documenting in the Case Management system, and/ or researching the solution to the caller's issue
General knowledge of industry principles
Read and analyze application logs
Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers
Ability to be flexible with scheduled work hours in a 24x7x365 environment depending on business needs
Basic database skills to write and work with simple queries
Excellent communication: ability to clearly and effectively communicate
Ability to develop good relationships with customers
Bachelor of Science degree in computer science or Computer Software development or related discipline; or 3+ years' experience in computer science or computer software related discipline.

Exemplify a superior customer experience by modeling such behavior in all customer interactions
Develop and maintain a deep technical knowledge of the products and company's business solutions.
Resolve technical problems and answer queries by telephone or email in support of healthcare customers that utilize healthcare system solutions.
Diagnose, identify, isolate and analyze problems, documenting them in incident tickets and routing to correct support teams when required.
Collaborate with development engineers to troubleshoot and support complex customer issues. Communicate effectively and timely with the customer until the issue is resolved.
Maintain and update records and tracking databases. Provide input to management regarding recurring problems and patterns of problems.
Develop and contribute articles to knowledge base tool that support the Customer Service team in cross-training and more effective issue resolution.
Deal with customers of varying knowledge and skill sets courteously at all times, creating a collaborative environment of support/problem and demonstrating a desire to provide service of excellence to the customer.
Independently exercise judgement and discretion while resolving customer technical and procedural problems
Ensure a high quality customer service experience
Identify creative solutions to customer technical problems
Develop innovative process solutions to meet specific needs, including eliminating complexity and non-value added work
At all times maintain high level of knowledge about products and services.
Proactively seek to understand customer needs and use this information to inform strategic team goals and priorities
Identify creative ways to enhance the customer experience and drive customer loyalty
Make business decisions that continuously improve customer satisfaction and coach team members to make decisions that are appropriate for each customer
Discuss process improvement methods regularly with team members to further a culture of continuous improvement.
Provide WebEx or On Site demonstrations on company solutions
Ensure customer prospect profile maintenance in Salesforce
Coordinate with department manager to identify and complete other projects and tasks to meet business goals
Complete other projects and tasks as directed by your department manager.
Solve tier 1/2 support tickets independently
Participate in afterhours and weekend coverage rotation to support emergency customer calls
Participate in team rotation of early shift support coverage for Customer Service daily operations between 6am and 5pm

Keywords: Experis, Davis , Technical Solutions Engineer (Tier 2 Support), Engineering , Davis, California

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