Technical Support Engineer. Remote Position
Full Time Remote Work

The Technical Support Engineer is a frontline, client-focused, position with the overall goal of satisfying client needs.
The Technical Support Engineer:
Responds to incoming questions, requests, and concerns from Office Practicum clients.
Utilizes critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible.
Represents client’s needs and concerns when interacting with various Office Practicum teams.
Stays current on all software releases, enhancements, open issues and workarounds.

This can be a remote position.

Essential Functions / Tasks / Duties / Responsibilities:
Essential Functions:
Respond to incoming client inquiries via telephone, chat, and email.
Research and resolve client issues and requests.
Manage case backlog and meet commitments to clients by following-up with clients regarding their requests.

How to Perform Essential Functions:
Gather information from clients via telephone, chat and email.
Research issues, searching through support knowledge base, asking questions of customers and OP team members, thinking critically, and experimenting with the Office Practicum EHR.
Write and share explanations of issues for development to fix, or for other support team members to learn from.
Uncover opportunities that can help the customer and pass those opportunities to the sales team.
All work is performed via computer, using: GSuite, Salesforce CRM, JIRA, and Office Practicum EHR.

Competencies needed to successfully perform the job:
Skills:
Critical thinking, root cause analysis and troubleshooting
Curiosity and the ability to learn new things
Time management
Metric conscious
Relationship building
Technologically proficient, using various software applications, e.g., Google Suite, Salesforce CRM
Must have experience with the following: Windows Task Manager, Windows Services, Windows CommandLine (e.g. how to: ping, identify local IP, check for port listening, clear a DNS cache)
Experience with SQL, batch file scripting, and Linux is a plus.

Knowledge:
General business
Windows Networking

Abilities:
Passion and enthusiasm that are easily recognizable
Conversationalist / An engaged participant
Friendly / Empathetic
Seeks to understand cause and effect
Makes the team better

Education and Experience Requirements:
A Bachelor Degree is preferred, but not required to be successful.
Windows, networking, Linux certifications a plus.
Technology support required.
Customer Service required.
EHR experience

Work Environment / Physical demands/ Travel Requirements:
Computer and telephone required to perform duties.
Lifting requirements of no more than five pounds.

Please send resumes to lucy@military-civilian.com with the job title in the subject line.