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Technical Support Engineer I

Overview:

The Level 1 Technical Support Engineer provides basic technical support in a professional manner. They resolve both internal and external customer issues and close tickets efficiently. The Level 1 Technical Support Engineer supports small, medium and large customers during both implementation and post-implementation periods. They are responsible for ensuring the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated up front. The Level 1 Technical Support Engineer will ensure product configuration, client education and Tier 1 issues are resolved in a timely manner as well as serving in the role of product subject matter expert.

Candidate Profile:

  • Able to work individually, or as a team member
  • Able to work comfortably in a fast-paced work environment
  • Problem-solver with strong attention to detail

Responsibilities:

  • Foster an environment that focuses on professional service & excellent client satisfaction in a timely manner 
  • Have intimate knowledge of Cross Country Healthcare’s 3rd party and proprietary product offerings 
  • Work closely with our Operations, Back-Office and Enterprise Clients effectively from implementation through/to operational support/maintenance 
  • Answer Level 1 inbound calls, emails, web-cases, and web chats 
  • Triage Level 2 & Level 3 support issues with respective Level 2 & Level 3 product resources 
  • Assess customer’s technical support needs and handle/route accordingly, using documented procedures and available tools 
  • Provide product configuration & client education 
  • Escalate issues appropriately 
  • Log customer calls appropriately 
  • Remain knowledgeable of client performance requirements, product line and service offerings 
  • Maintain awareness of and comply with all client support policies 
  • Achieve specified performance goals  
  • Maintain knowledge and experience in the use of VMS technology; assist with VMS technology training aides for internal and external clients 
  • Identify opportunities for product enhancements; assess data & reporting needs 
  • Identify & communicate risk(s) and change management opportunities to ensure minimal impact on project timeline 
  • Provide appropriate coverage if/when similar resources are out of the office 
  • Other duties, as assigned 

Qualifications, Skills and Abilities:

  • Qualifications:
    • High School Diploma or equivalent required; BA/BS preferred  
    • 2 years in a role with customer-facing support responsibilities preferred 
    • Proficiency in MS Word & MS Excel, MS Visio preferred 
    • Previous experience with Vendor Management Systems (VMS) preferred
  • Skills: 
    • Excellent listening, communication and customer service skills 
    • Exceptional verbal and written communications skills 
    • Excellent attention to detail 
    • Strong decision-making abilities 
    • Conflict resolution skills 
    • Ability to multi-task without impact on detail/quality of work 
    • Problem solving skills 
    • Work well under pressure and meet deadlines 
    • Goal-oriented 
    • Strong interpersonal skills 
  • Abilities: 
    • Ability to understand and evaluate product issues related to the customer  
    • Ability to learn product functionality  
    • Ability to prioritize; must be flexible, willing to assist and fill in as needed 
    • Ability to communicate and work in a respectful, supportive manner with teammates & internal/external clients 
    • Demonstrated exceptional organizational, communication and customer service skills 
    • Ability to multitask, prioritize and thrive in a fast-paced environment while maintaining customer focus 
    • Ability to learn and grow into a subject matter expert on all aspects of product offerings 
    • Post training, ability to work autonomously but also have a strong commitment to being a team player 
    • Proven analytical capabilities with excellent attention to detail and comprehensive follow through  
    • Maintain a high level of confidentiality 

Duration/Schedule:

  • Full-Time

Salary:

  • $23.00/Hour

Location:

  • Remote (Work From Home)