What are the responsibilities and job description for the Platform Engineer position at Medical Guardian?
Every day, Medical Guardian fulfills the same mission we started with in 2005: To help others live a life without limits. We do this by being a leading provider of innovative senior health services.
Our mission and values for our customers extend to our employees. Our company, and its culture, have been recognized for their excellence. We continue to be featured as one of Philadelphia’s 100 fastest growing companies and have appeared on the prestigious Inc. 5000 list for 12 years in a row. Our CEO was named one of the best via Glassdoor, and our culture has been recognized with several “best places to work” awards.
The Platform Engineer plays a key role in ensuring the smooth operation of platform applications, while addressing customer inquiries and resolving system issues. This role provides Tier 1 and Tier 2 support, offers system design and architecture solutions, and directly communicates with customers to resolve technical concerns.
In addition, the Platform Engineer is responsible for managing the contact center application and handling related tasks, including but not limited to:
- Creating campaigns
- Collaborating with marketing to develop innovative solutions
- Coordinating with sales and customer service teams to ensure systems function properly
- Configuring skills and call routing
Duties and Responsibilities:
- Monitor and respond to open tickets submitted through an incident management system
- Design solutions for handling calls and applications smoothly.
- Triage systems incidents, troubleshoot those within capabilities and escalate issues that cannot be resolved to Tier 3 support
- Ensuring proper tickets in place first before making any change.
- Progress issues and provide relevant information for troubleshooting or for clarification
- Perform root cause analyses and Identify opportunities for process improvement
- Contribute to departmental initiatives
- Work collaboratively with management on change requests, managing issues and establishing priorities
- Manages the daily operations of the "Five9" contact center software, including creating campaigns, configuring skills and lists, and addressing related tickets.
Skill Requirements:
- Working knowledge with Salesforce CRM
- Knowledge of telecommunications applications such as Avaya, RingCentral, and Zoom is required, with a preference for experience with Five9.
- Strong troubleshooting and analytical skills
- Effective communication skills
- Ability to provide customer support and deal with escalated customer issues
- Ability to multi-task, effectively prioritize work, and adapt during pressured situations
Education/Experience:
- Bachelor’s degree in Computer Science or in a related technical or business area
- 5 years of hands-on experience working in an applications production support/application development environment
Work Hours and Travel Requirements:
- Candidate must be open to providing off-hours production support as needed. Travel requirements outside of commuting to Medical Guardian’s business offices are minimal.
- This position is hybrid and requires 2 days in the office.
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick Time Off & Holidays)
- Company Paid Short Term Disability and Life Insurance
- Retirement Plan (401k) with Company Match
