Client Support Technical Lead

JOB SUMMARY

Technical Subject Matter Experts (SMEs) are responsible to drive excellence and innovation in the support of Outcomes technology products. This role continuously deepens their understanding of technical subjects, staying at the forefront of industry advancements, and mastering internal technologies as well as external tools that are leveraged to provide excellent client support. This role is critical in providing technical knowledge and mentorship to foster the growth of client support colleagues, sharing technical knowledge and experiences to cultivate a dynamic learning environment.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serves as escalation point to analyze and resolve complex issues within the support group for all internal commercial products
• Provide technical mentorship to client support associate team
• Proactively identify and work to close gaps in knowledge, work methodologies, supportability, and processes
• Analyze operational processes and technology within respective SME area/s to extract actionable insights and provide recommendations for improvements and optimizations based on your analysis
• Develop training materials to aid in technology support, such as new feature introductions, troubleshooting methodologies, and technical summaries
• Provide associate training sessions to ensure the team is well-versed in the latest developments
• Engage in specified meetings with Product and Research & Development teams to discuss issue prioritization, new features, and supportability requirements to align support efforts with product development goals
• Collaborate with various groups within professional services including but not limited to support, sales and account management to foster seamless communication and coordination in addressing technology issues to align with custom needs
• Identifying opportunities for automation to enhance efficiency and effectiveness

KNOWLEDGE & REQUIREMENTS

• Strong analytical and problem-solving skills
• Experience with data analytics and data driven decision-making.
• Excellent written and verbal communications skills.
• Ability to collaborate with all levels in the organization.
• Must be able to multitask and work with competing priorities.
• Advanced technical orientation and understanding familiarity with architectural design and flows, relations between frontend and backend services, reading code
• Proficiency in troubleshooting methodologies Troubleshooting Workflows, Isolation and Reproduction, Documentation and logging, Root Cause.
• Excellent written and verbal skills technical summaries, training material, emails, face-to-face meetings.
• Service quality awareness and empathy
• Travel Requirements: Domestic and/or International, up to <10%

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 4 years
  • Minimum of 3 years of experience in 2nd level support plus 1 or more years of experience in 3rd level support specific to Outcomes commercial technologies
• Certifications preferred: A , MCP, Linux , Network

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

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