10 Oct
Tier 3 Tech Support Analyst
Vacancy expired!
- Interact with all 3 Help Desk teams, spot trends, identify issues for a web/mobile application which has been released to 20K users and help them get resolved.
- Responsible for reproducing customer issues and reporting it to product and Dev team.
- Ability to collect all essential technical data from Tier 1 and Tier 2
- Responsible for escalating technical issues that could not be resolved by Tier 1 & 2 Engineers to Product Development and Software Development.
- Collaborate with marketing team and Product Manager as needed providing information about issue, workarounds etc.
- Ensure that Tier 1 and Tier 2 is informed about current issues, known issues, upcoming release enhancements.
- Provide once a week Production support assistance for bug fixes, EBFs and Release support (as needed)
- Handle multiple priorities.
- Interact positively with teammates at all levels of company
- Work in a team, facilitate effective team interactions, and to foster a positive work environment; willingness to assist teammates in order to achieve departmental goals
- Demonstrate strong analytical and problem-solving skills.
- Communicates and coordinates with developers to resolve software defects
- In time, this Analyst will also perform the following (with proper training)
- Perform manual testing, measure results, and detects problems that occur in the system.
- Provide troubleshooting and resolving most difficult and complicated customer issues.
- Perform a deep dive into customer issues to provide workarounds, root cause to Dev teams etc.
- Bachelor's Degree in Information Technology related fields or equivalent work experience
- Entry Level person someone who just graduated from college and has experience coding and/or the desire to code
- Some light Java coding experience is ideal
- Needs to be interested in coding and have the ability to code
- Healthcare industry experience is a plus
- Mobile experience is a plus
- QA experience is a "nice to have”
- Someone who is interested in learning both web/mobile coding and QA testing
- Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively
- Demonstrated interpersonal, collaborative, and relationship-building skills
- Approachable and open
- Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening
- Strengths in organizational, attention-to-detail, reasoning, critical thinking, and problem solving skills
- Ability to adjust priorities appropriately in an evolving work environment with shifting time frames
- Self-starter with high degree of initiative, determination of sense of urgency, and follow through
- Commitment to client's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors in everyday performance and interactions.
- The ideal candidate will also be forward thinking, keeping abreast of new tools and practices for web application testing and work with the QA organization to integrate new practices into existing processes
Vacancy expired!