Tier 2 Technical Support Specialist

 

apree Health is hiring a full-time Tier 2 Technical Support Specialist to provide our users with outstanding service on product issues. We are looking for smart and motivated individuals with experience or demonstrated skills in the rapid-growth technology setting.

 

The Tier 2 role will leverage your customer support experience and train you to understand the detailed functionality of our Wellbeing, Care Guidance, Complete, Credence and Blue Care Advisor products. This job is vital to the success of our products and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products. 

 

In this exciting role, you will be empowered to correct the problem, recommend a fix to a supporting team, or assign the problem to a technical team for further analysis. You will also be expected to provide real-time updates to leadership on technical issues that require your keen understanding of how the problems are changing and accurately assess the impact. Your day-to-day responsibilities will involve a high level of independence while troubleshooting escalations and driving resolution on customer issues.

 

You will need to be flexible, adaptable and have a passion for solving problems. Most importantly, you will need to have a high level of willingness to work as part of a team where every contributor is counted on to be positive, proactive, and willing to make themselves, the team, and our products better.

 

Tier 2 is a highly collaborative team that relies on each individual to contribute to technical investigations. Every day there are several pressing issues that need to be addressed. The fast pace of the work includes being able to quickly change direction and focus on a new issue.

 

Tier 2 Specialists carry a big responsibility in the smooth functioning of Customer Support. You will be expected to identify and drive issues to resolution, as well as have a high level of professionalism in representing Castlight through direct conversations with customers.

 

Part of your role as Tier 2 will involve consulting with Customer Success Managers, Implementation Managers and various Engineering teams on high-level escalations. You will be the go-to resource for Support Leadership whenever technical details are needed for the Tier 1 User Support team.