• Technical Support Specialist Tier 2

    Posted Date 4 weeks ago(11/15/2018 9:14 AM)
    Job ID
    400 Galleria Pkwy
    # of Openings
    Suite 1600
    Customer Service/Support
  • Overview

    Ingenious Med, an explosive growth and industry-leading web and mobile Healthcare IT Company is focused on enabling best practice physician workflows. We automate clinician processes at the point of care, streamlining clinical workflow to simultaneously improve care and lower cost. In addition to calling 8 out of 10 of the largest health care systems and physician management companies our clients, we’re also regularly recognized for our innovation and growth – including Inc. 5000 and Deloitte Technology Fast 500. Competitive compensation including Medical, Dental, Vision, guaranteed company contribution to 401k, education benefits and excellent paid time off. We're always looking for talented, smart, and independent thinkers to join the team. Ingenious Med is innovative and different. Are you?

    Technical Support Specialists are an integral component in Ingenious Med’s commitment to deliver outstanding products and customer service. As part of our 24x7 service model, level 2 Technical Support Specialists are responsible delivering superior customer service and incident response for business affecting, customer issues on Ingenious Med’s web and mobile platforms. In this client facing role, level 2 Technical Support Specialists are responsible for maintaining a high level of customer satisfaction and meeting service level targets through expert technical remediation and active communication with clients by phone, email or onsite. Level 2 Technical Support Specialists are subject matter experts on Ingenious Med’s product, serve as remediation lead during complex, highly visible customer issues, and identify and execute on continual process and operational improvements for the business. Technical Support Specialists work both independently and as part of a team (Product Support and cross functional) to provide timely and effective resolution to customer issues.


    • Responsible for diagnosing, troubleshooting and resolving escalated, complex or business affecting customer issues within the service level targets or defined SLAs.
    • Support clients during product releases or updates.
    • Use discretion to prioritize cases and product releases based on business impact.
    • Build strong relationship with customers by understanding workflows and business needs and handling all incidents with a sense of urgency and professional attitude.
    • Serve as a subject matter expert on Ingenious Med’s mobile and web applications and integration functionalities for customers, Product Support team and management.
    • Make recommendations to management to support short and long-term business goals.
    • Manage special projects focused on continual improvement of processes and operations of the Product support team.
    • Coordinate cross functional remediation efforts to provide timely incident response; serves as remediation lead on behalf of the Director, working with IM and client leadership teams to resolve large scale, business affecting incidents as needed.
    • Ensure outstanding end-to-end client support experience by managing and actively communicating the status to clients and management throughout the incident response or product release lifecycle.
    • Accurately document details of support cases within Salesforce.
    • Coach and mentor Level 1 Technical Support Specialists to ensure their success and the success of the Product Support team.
    • Provide onsite technical support as needed.
    • Conduct regular self-guided study in order to stay current on new application functionalities.
    • Serve as back up to Level 1 Technical Support Specialists during the on-call, after-hour shifts, to ensure overall service level targets are achieved.
    • Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.



    • None


    • Superior customer service skills.
    • Outstanding analytical and problem solving skills.
    • Friendly, cheerful, “can-do” demeanor.
    • Excellent time and task management skills.
    • Excellent written and oral communication skills.
    • Strong interpersonal skills.
    • Ability to explain complex technical concepts in layman’s terms.
    • Adaptable to shifting priorities and work effectively in a fast-paced environment.


    • Bachelor’s Degree, preferably in a technical, healthcare, or business field, such as Computer Science, Management Information, Public Health or related fields.
    • 5-7 years of technical support and customer service experience
    • Proficiency with MS Office and other standard business software
    • Familiarity with iOS and/or Android mobile platforms
    • Proficiency in SQL preferred
    • Experience with Salesforce and/or Visual Studio preferred


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