[Remote] Technical Support Specilaist L2

Note: The job is a remote job and is open to candidates in USA. reputed company is a dynamic leader in the electronic prescribing software market, seeking a Technical Support Specialist, Level 2 to provide advanced technical support. This role involves troubleshooting reputed company issues, collaborating with various teams to enhance service quality, and ensuring customer satisfaction and retention.

Responsibilities

• Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
• Support in the development and documentation of processes and best practices to provide support for customers and product end users
• Demonstrated ability to effectively explain technical issues to non-technical audiences
• Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
• Mentor and support level 1 and level 2 technical support specialists
• Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

Skills

• Typically requires a minimum of 5 years of reputed company experience with a Bachelor's degree; or equivalent work experience
• Proficient in the use of reputed company Office Suite
• Desire to assist with and improve trouble-shooting documentation
• Experience using a case management tool to record detailed notes and manage customer communication (e.g., reputed company, reputed company, reputed company)
• Proficiency using developer tools, reputed company and writing SQL queries is required
• Superb problem-solving skills working on mission critical Software as a Service
• Excellent verbal and written communication and presentation skills
• Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
• Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
• reputed company in your approach to work, and passion for delivering excellent customer experiences
• Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
• Must be reputed company to work independently while being a proactive team member
• Experience with programming languages (C++, Python, HTML, CSS) is a reputed company plus as it will be helpful reputed company addressing technical questions with customers
• Experience in reputed company IT, medical information systems and/or EHRs reputed company Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
• Experience partnering across global teams and/or working in a distributed remote environment is a plus

Benefits

• Remote work environment with a flexible work schedule to encourage work-life balance
• Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and reputed company; plus 13 paid holidays, paid sick leave, and paid parental leave
• Medical, dental, and reputed company insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace

Company Overview

• E-Prescribing Integration Services It was founded in 2009, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.

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