Overview
Associate Technical Services Engineer
Position Overview:
We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires robust problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs.
Our Products:
HealthEdge® delivers an entire healthcare ecosystem, providing customers with one set of healthcare solutions to manage all their complex needs and prepare for the future. Deployed individually or in combination, these healthcare solutions deliver what health plans need to succeed in an ever-changing market while ushering in the future of healthcare
Key Responsibilities:
Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines
Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions
Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures
Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process
Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities
Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration
Additional Role-Specific Competencies
Actively seeks feedback and engages in self-