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Technical Solutions Engineer - Davis, United States - Agile Global Solutions, Inc
Description
Minimum Required Qualifications:
Not a software development position but a "software troubleshooting"
TECHNICAL
• Bachelor of Computer Science Degree is a must***
• Experience in programming (SQL, Powershell, ***)
• ***Strong skills with programming***
• Intermediate proficiency in the following technologies: MS Windows (application logs and security logs) , MS Office, MS Planner/Project
• Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers
• Proficient in Networking Knowledge (understanding how one server talks to another server)
• Proficient in Authentication Principles (understanding how SAML, Azure AD, Windows AD)
• 3+ years' experience interacting with customers in a software support environment for an application(s) other than a MS product(s)
Other
• Strong customer service, problem solving, technology skills with strong writing skills
• 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 software/data warehouse industry principles
• Ability to learn quickly to work with inhouse tools
• Proficient in Interface troubleshooting (HL7v2, HL7v3, XML, FHIR) (Electronic Data interchange)
• Proficient in interface configuration and mappings
• Data Migration- (need programming knowledge and C-sharp (what does Nick use)
• 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
• Ability to be flexible with scheduled in office hours covering extended office hours
• Ability to work in rotating on call/emergency service to provide a 24x7x365 environment depending on business needs
• Excellent written and verbal communication: ability to clearly and effectively communicate
• Ability to develop good relationships with customers
Responsibilities:
• Exemplify a superior customer experience by providing supportive behavior in all customer interactions
• Resolve technical problems and answer queries by telephone or email in support of Cedaron customers that utilize Cedaron 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, develop and maintain high level of knowledge about products and services offered by Cedaron Medical Inc.
• 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 and document process improvement methods regularly with team members to further a culture of continuous improvement.
• Provide remote demonstrations on Cedaron solutions
• Ensure customer prospect profile maintenance in Salesforce
• Coordinate with department manager to identify, document, and complete other projects and tasks to meet business goals
• Solve tier 3+ 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