Job Description

L2 Technical Support Specialist

The L2 Technical Support Specialist will be responsible for providing level 2 support.

Research issues not able to be resolved by Tier 1 and identify system fault
Provides initial fault isolation and proposes resolution for approval by senior team members to limit and address issues promptly.

Prepare additional detailed information for Tier 3 on issues that require dev involvement

Create support commands/scripts/workarounds to resolve customer issues

Support issue resolution with various Internal Admin Tools (IAT)

Respond to more advanced issues escalations promptly and appropriately, per Helixs internal processes, procedures and systems.

Reach out proactively to senior agents and supervisors with questions to ensure solid understanding and growth of systems, processes and procedures.

Role Requirements

Technical aptitude or familiarity with software concepts such as: HTML, Javascript, Wordpress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, cloud platforms (Azure, GCP)

With 2-3 years of relevant experience.

Solid organization and coordination skills.

Outstanding research and problem-solving skills.

Excellent verbal & written communication skills

Able to utilize internal communication tools to align with all stakeholders to perform requested tasks

Prior work experience as a technical specialist preferred but not required

Prior work experience in healthcare and/or software industry preferred but not required