L2 Support (Technical Support)

• Research issues not resolved by Tier 1 and identify system faults
• Provide initial fault isolation and propose resolutions for approval by senior team members to address issues promptly
• Prepare additional detailed information for Tier 3 on issues requiring developer involvement
• Create support commands, scripts, and workarounds to resolve customer issues
• Support issue resolution using various Internal Admin Tools (IAT)
• Respond to advanced issue escalations promptly and appropriately, in line with Helix’s internal processes, procedures, and systems
• Proactively reach out to senior agents and supervisors with questions to ensure thorough understanding and continuous growth of systems, processes, and procedures

Qualifications

• Technical aptitude or familiarity with software concepts such as: HTML, JavaScript, WordPress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, and cloud platforms (Azure, GCP)
• 2–3 years of relevant experience
• Solid organization and coordination skills
• Outstanding research and problem-solving skills
• Excellent verbal and written communication skills
• Ability to utilize internal communication tools to align with all stakeholders and 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