Job Information
GetWellNetwork, Inc. Client Support Engineer (Tier 2) in Bethesda, Maryland
Title: Client Support Engineer (Tier 2)
Reporting to: Manager, Client Support
Location: Remote
Opportunity:
Join our centralized Support team, providing issue resolution to clients across our portfolio of products. In this position you will play a key role as a Client Support Engineer on an effective, efficient, and highly customer-service oriented team. This role is responsible for supporting escalations from the Help Desk, working independently and with engineers to address client requests. It requires a balance of customer service skills, technical knowledge of the system, ingenuity, and problem-solving abilities.
*Application Deadline for Internal Get Well Employees is Friday, 5/10
Responsibilities:
Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software
Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues
Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
Proactively monitor and action critical service alerts as they happen
Requirements:
Demonstration of strong organizational and time management skills with the ability to juggle multiple priorities
Comprehensive knowledge of our entire product portfolio
Excellent communication skills, both verbal and written
HTTP status code familiarity (not required but strongly recommended)
Linux Server commands familiarity is a plus (bash commands, log grepping, etc)
Ability to see “all the moving pieces” of the puzzle to isolate faults more quickly which leads to faster resolutions
Must be able to constantly evolve your skills and knowledge in an ever-changing environment
Resourceful and self-motivated
About You:
At least 2 years of experience as a Client Support Specialist (Tier 1) at Get Well with a preference being placed on specialists recently receiving a Senior title.
About Get Well:
We are a global digital health company with more than 20 years of experience improving patient engagement. Through partnerships with some of the most progressive hospitals and health systems in the world, we use digital technology to improve the healthcare experience for patients, their families, and clinicians.
The estimated pay scale for this position is between $44,000 - $54,000 in base salary, plus annual bonus potential of 5%. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.
Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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