Technical Support Engineer

Position: Technical Support Engineer
Location: Gainesville, FL

Duration: Fulltime with Hexaware Technologies

Note: (Currently most work is remote (WFH), but the employee must be available to work daily from our Gainesville, FL on daily basis.)

Note: The Call Center s hours are from 8AM 8 PM ET. There are two shifts, and we rotate the people on them. The two shifts are 8 AM 5PM and 11 AM 8PM. Agents are allowed an hour lunch. Initially they will only be 8-5, but once they are fully ramped up, they will rotate.

JD:

The Technical Support Engineer will be responsible for fielding product questions and concerns that are escalated from Level 1 (primary) Call Center Agents. These inquiries will be handled via phone, email and our online ticketing system. You will liaise with our QA, software development, and product management teams to drive resolution. In this role, you ll learn basic Software Quality Assurance methodologies.

What This Role Entails:

• Answer inbound requests and issues through ticketing system, email and phone
• Gather critical, detailed information needed to identify and resolve reported issues
• Assist customers with unresolved technical issues experienced with mobile or web application
• Escalate unresolved issues to management appropriately
• Perform basic database queries to investigate issues
• Maintain and update mobile devices used for clinical studies
• Provide timely feedback to Support Center Supervisor and Team regarding service failures or customer concerns
• Leverages Knowledge Base articles for common answers, and author new knowledge base articles to assist in future incidents as necessary
• React quickly, calmly and efficiently during an emergency and work with the team showing a balance of urgency and empathy to implement resolution and/or file appropriate product quality complaints
• Maintain confidentiality regarding any patient or clinical study information in accordance with HIPAA regulations as well as sensitive client and company specific information
• Meet Quality Assurance Requirements and other key performance metrics
• Work with our software development and quality assurance teams to assist with the testing of the applications you will be supporting

The Skills We re Looking for:

• Strong Customer Service Orientation that conveys both a genuine interest in helping our customers and ownership of issues
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment while maintaining confidentiality around patient and/or clinical study information in accordance with HIPAA
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Excellent interpersonal, written, and oral communication skills with attention to details and ability to follow through to completion
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with callers over the phone
• Ability to learn and navigate new software quickly
• Experience with mobile devices or apps a plus
• Experience with database queries is a plus
• 2-4 years of Technical Support Center/Customer Service experience
• Previous experience in a Healthcare environment is valuable
• Bachelor s Degree preferred, but not required