Technical Support Specialist
6 days ago
L2 Technical Support Specialist
Role Description
• Research issues not able to be resolved by Tier 1 and identify system fault
o Provides initial fault isolation and proposes resolution for approval by senior
team members to limit and address issues promptly.
• Prepare additional detailed information for Tier 3 on issues that require dev
involvement
• Create support commands/scripts/workarounds to resolve customer issues
• Support issue resolution with various Internal Admin Tools (IAT)
• Respond to more advanced issues escalations promptly and appropriately, per
Helix's internal processes, procedures and systems.
• Reach out proactively to senior agents and supervisors with questions to ensure
solid understanding and growth of systems, processes and procedures.
Role Requirements
• Technical aptitude or familiarity with software concepts such as: HTML, Javascript,
Wordpress, SQL Queries, Exponea or other CRM platform tool experience, Word,
Excel, cloud platforms (Azure, GCP)
• With 2-3 years of relevant experience.
• Solid organization and coordination skills.
• Outstanding research and problem-solving skills.
• Excellent verbal & written communication skills
• Able to utilize internal communication tools to align with all stakeholders to perform
requested tasks
• Prior work experience as a technical specialist preferred but not required
• Prior work experience in healthcare and/or software industry preferred but not
required
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