Remote Technical Services Engineer: Troubleshooting & Support

HealthEdge; United States; Remoto; USD 66.000 - 71.000; Tempo pieno

Descrizione del lavoro

HealthEdge, a leader in AI-powered healthcare IT, is seeking an Associate Technical Services Engineer to deliver frontline product and technical support to customers. You will diagnose issues, research solutions, and resolve tickets within SLA while collaborating with cross-functional teams.

The ideal candidate has 0-2 years in IT / software support, a Bachelor's in a related field, and strong problem-solving and communication skills. This is a remote, full-time role based in the United States.

Competenze

• Bachelor's degree in IT or related field.
• 0-2 years of analysis, maintenance, support, implementation, and testing of software systems using Java/J2EE.
• Preferably experience in health insurance payors.
• 1+ years as a Business Analyst is a plus.

Mansioni

• Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within SLA.
• Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement solutions.
• Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures.
• Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process.
• Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities.
• Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration.

Conoscenze

Problem solving

Communication

Customer support

Java

SQL

Jira

Salesforce

Analytical thinking

Formazione

Bachelor’s degree in IT/CS/Engineering

Strumenti

Salesforce

Jira

Unix

Git

Descrizione del lavoro

HealthEdge, a leader in AI-powered healthcare IT, is seeking an Associate Technical Services Engineer to deliver frontline product and technical support to customers. You will diagnose issues, research solutions, and resolve tickets within SLA while collaborating with cross-functional teams.

The ideal candidate has 0-2 years in IT / software support, a Bachelor's in a related field, and strong problem-solving and communication skills. This is a remote, full-time role based in the United States.