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Client Technical Support Engineer

Client Technical Support Engineer

Welltok is pioneering health optimization by connecting consumers with the right programs and resources to optimize their health and reward them for healthy actions and behaviors. Welltok’s health optimization platform empowers users with personalized activities that are designed to drive healthy habits and active lifestyles. Be part of something big and join our smart, passionate team in changing the way consumers engage in their health.

Summary

As a Client Technical Support Engineer, you will be accountable for resolving technical client facing issues escalated from Customer Care and entered directly from internal technical teams and established help desk to help relationships. You will also work to identify & drive systemic improvements across the Welltok portfolio and develop and refine support tools and processes. You will build relationships with Customer Care, Production Systems Support, Delivery Services, Product Management, Engineering, Data Management, Quality Assurance and 3rd Party Providers allowing you to quickly solve complex issues and make you a trusted source of client support.

Delivery Responsibilities

  • Triage, prioritize, categorize, and resolve production impacting incidents.
  • Coordinate high-profile escalations and lead communications with customers, clients, operations teams, and partners.
  • Analyze root causes and design & implement systemic improvements in partnership with Product Engineering and Production Systems Support.
  • Become a subject matter expert on platform features and underlying software and data management.
  • Research and resolve data integrity and integration issues.
  • Leverage logging and monitoring systems to prevent production issues.
  • Continually refine and expand support capabilities and processes.
  • Create knowledge management articles for support and client teams.

Required Knowledge & Skills:

  • BA/BS degree in Computer Science or related technical field, or equivalent combination of education and experience.
  • 2+ years of Software Engineering and/or Data Management experience.
  • 2+ years of experience providing technical support for a SaaS product.
  • Excellent communication skills to all levels of business partners and ability to translate technical details to any audience.
  • Expert in writing complex SQL queries and analyzing large data sets across multiple systems.
  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation with customers.
  • IT Service Management tool experience such as ServiceNow a plus.
  • Experience in the healthcare industry, wellness programs or health insurance background preferred.
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