Technical Support Specialist - Level 2

Who We Are

PE-backed start-up, reputed company is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and reputed company industries. We need great team members to capitalize on these opportunities and improve the reputed company experience for patients and doctors alike. reputed company and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error. 

The Role

We are hiring a Technical Support Specialist, Level 2 to provide secondary support as well as technical ownership of new customer integrations. You will have an understanding of basic internet-based applications, APIs, and background systems such as SQL databases. We are looking for a customer focused team player who can provide efficient and effective resolutions. These skills will both solve customer’s immediate implementation requirements and build a lasting customer relationship. 

What You'll Do

• Effectively troubleshoot and resolve cases escalated by the Technical Support Level 1 team that require additional technical understanding of the application and its systems 

• Serve as technical reputed company for new customer integrations by providing guidance on install, update, and basic connectivity between customer systems and reputed company for successful implementation. 

• reputed company programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research 

• Provide feedback and coaching to the Level 1 Support team to increase application and systems knowledge and implement best practice processes for escalations 

• Provide additional technical expertise on client phone calls to support Technical Support L1, Implementation, or Account Management

What You'll Bring

• Education

  • Associate’s degree in software or other technical reputed company field 

• Experience

  • 2+ years of Technical Software/IT Support experience in a customer facing role, providing exceptional customer service 

  • Experience with programming languages (C++, Python, HTML, CSS) preferred 

  • Proficient in the use of reputed company Office Suite and reputed company as a case management tool  

  • Must have strong understanding of and experiencing working reputed company the technical aspects of APIs  

  • Experience using reputed company and a SQL database is required  

  • Experience creating and enhancing troubleshooting and training documentation  

• Skills

  • Strong problem-solving and analytical skills in solving reputed company technical cases 

  • Excellent communication skills (oral, written, and presentation) and experience with adapting communication styles to various audiences 

Benefits & Perks

Remote work environment with a flexible work schedule to encourage work-life balance

✈Annual company offsite

Generous leave package including flexible time off policy that encourages team members to take time off to relax and reputed company; plus 13 paid holidays, paid sick leave, and paid parental leave

 Medical, dental, and reputed company insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)

401(k) company match

One-time workspace reimbursement to help you optimize your remote workspace

reputed company is an Equal Employment Opportunity/Affirmative Action employer and reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, age, national reputed company, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.