Technical Support Representative II

Under the direction of the Manager, Client Support, the Technical Support Representative II will specialize in supporting second level incoming requests from Integrated Software Vendors and Clients needing technical assistance with Health iPASS applications. The representative will collaborate with Client Success, Product Management, and their Managers in support of users, while documenting internal support steps. May also cross-train fellow team members as needed.

We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t solely search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

Responsibilities/Essential Functions:

• Manages complex inbound and outbound requests; selects and explains the best solution to solve technical support inquiries.
• Use critical thinking skills and work with internal and external resources to analyze data and determine root causes of issues.
• Provide individual instruction and training to users on Health iPASS functionality.
• Assist with issue triage, prioritization, and escalation.
• Provides service utilizing various database and tracking applications.
• Documents client service inquires and issues for tracking purposes.
• Meets performance expectations by achieving established goals and objectives such as service delivery, quality, and productivity measures.
• Identifies and communicates trends across client base.
• Maintains in-depth knowledge of Health iPASS products and services.
• Provide coverage for occasional evening shifts.

Environment/Conditions

• This will be fully remote. Occasional site visits may be required.
• This is a full-time position. Monday to Friday. Core office hours will be 8 hours within the range of hours

Requirements/ Competencies:

• Excellent communication skills necessary, both verbal and written.
• Adhere to both written and verbal processes.
• Ability to articulate technical information to a non-technical audience.
• Comfortable in a fast-paced startup environment.
• Ability to learn quickly.
• Creative critical thinking skills.
• Extremely organized and able to multi-task.

Understand and apply principles of information security in day-to-day duties.

Basic understanding of any of the following:

• SQL database queries
• API request/response
• MDM device management
• Auditing log entries

Education and Experience:

• High School Diploma or equivalent
• Some College Preferred
• 1+ Year(s) Customer Service-related Experience
• 1+ Year(s) IT Support / helpdesk
• 1+ Year(s) Software as a Service (SaaS) support preferred.

This job description serves as a summary of the typical functions and responsibilities associated with the position. It does not represent a complete or comprehensive list of all possible duties and tasks. As an employee, you may be assigned additional responsibilities beyond those explicitly mentioned here.