Technical Application Support Technical Application Support …

Exl Company
in Chico, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Exl Company
in Chico, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Technical Application Support
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  • Technical Application Support Job Location US-CA-Chico ID 2019-7215 Group Operations Management Type Regular Full-Time
  • Overview

    Provide technical, application and other support as needed to both internal staff and external customers as part of a high performing team. Meet and exceed client expectations in a low volume, high complexity support environment.

    Responsibilities

    Essential Functions

    • Provide tier 2 support of CareRadius applications for Bright Health Plans users
    • Triage and record phone calls, emails and web requests for assistance from clients
    • Analyze client issues, provide assistance and perform actions to correct problems as necessary, both on phone and remotely
    • Manage and troubleshoot schedule jobs
    • Apply maintenance patches to applications servers
    • Install and troubleshoot custom components
    • Monitor system health and proactively respond to event log warnings, errors and resource utilization alerts
    • Establish and adhere to best practices for access control and data security
    • Create/communicate ongoing status and resolution this includes documenting, diagnosing and follow up so client has an understanding of impact and solution
    • Correspond with clients in a professional, business-like manner; Ability to converse in technical and non-technical conversations with those of a technical or non-technical skill set
    • Build and maintain positive client relationships through ongoing timely and quality communications
    • Recommend changes to software/products to correct errors or improve functionality
    • Work toward creating and maintaining knowledge base, FAQ and related content in format determined by manager
    • Review detailed technical specifications, installation, configuration and user documentation to understand product functionality
    • Assist sites with application/database upgrades to current versions of software

    Manage to personal and departmental goals and client SLA’s

    Qualifications

    Education/Equivalent Experience

    • A Bachelor’s Degree in a related field. A combination of education and experience may be considered.
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