Tier 2 Application Support Analyst
1 week ago
Job Qualifications:
Experience
- At least 2 years of relevant experience.
Familiarity with software and technical concepts such as:
HTML, JavaScript
- WordPress
- SQL queries
- CRM platforms (e.g., Exponea or similar tools)
- Microsoft Word & Excel
- Cloud platforms: Azure, GCP
- Prior work experience as a Technical Specialist.
- Background in the healthcare or software industry.
Duties and Responsibilities:
- Research and diagnose issues that cannot be resolved by Tier 1, identifying system faults.
- Provide initial fault isolation and propose resolutions for approval by senior team members to promptly address issues.
- Prepare detailed information and documentation for Tier 3 on issues requiring developer involvement.
- Create support commands, scripts, and workarounds to resolve customer issues efficiently.
- Utilize various Internal Admin Tools (IAT) to assist in issue resolution.
- Respond promptly and appropriately to advanced issue escalations, following Helix's internal processes, procedures, and systems.
- Proactively engage with senior agents and supervisors for guidance to ensure thorough understanding and continuous improvement of systems, processes, and procedures.
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