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Support Specialist – Tier II

Full Time

Website Zipari

Are you looking for an opportunity to make an impact in the Healthcare industry? Are you competitive and self-motivated? Zipari is seeking a highly motivated Support Specialist – Tier II to join our incredibly successful Customer Success team.  You will  get to work on cutting edge technologies that support healthcare consumers when shopping for healthcare coverage, by offering  where to go for top quality and cost effective care, and communicate with their physicians and care providers to achieve their best health.  
This position reports directly to our VP, Client Support (an incredible human being!) and allows you the flexibility to work from your home office!

What You’ll Be Doing

  • Responding to incoming requests from clients addressing concerns or issues they are facing with Zipari solutions
  • Troubleshoot capabilities beyond the tier-1 employees
  • Support team with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.
  • Meet with clients to gather in depth information about the current issues and possibly provide a walkthrough of triage.
  • Oversee API client issues by facilitating the jira process to remedy issues and provide production deployment activities for permanent solutions.

Requirements

  • You will need 3 to 5 years experience in a Technical Role
  • Second Level Support; Triaging technical tickets and bugs before they are sent to our engineering team
  • Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Support Analyst.
  • Self-motivated, accountable, poised under pressure, and driven by delighting (even the most difficult) customers.  You are known as team player, relentless troubleshooter and trusted advisor
  • Strong ability to problem solve, troubleshoot and translate customers’ needs into actionable requirements
  • Energetic, organized, meticulous follow up, excellent communication skills (both written and verbal) and ability to simplify complex concepts
  • Ability to build lasting relationships with various personality types
  • Excellent writing skills, comfortable speaking in front of clients, easily approachable
  • Professional and calm in working with difficult or upset clients, strong presentation skills
  • Self-driven and motivated with a desire to succeed in a fast-paced, changing environment, proficient with MS Office (e.g., Word, Excel, PowerPoint)Analytical skills
  • Coaching and Mentoring Experience for Tier 1 Support Analyst

Benefits

  • Competitive salary
  • Excellent health, dental and vision benefits
  • Generous vacation and leave policies
  • Flexible working hours
  • Support for remote work during COVID-19Maternity and paternity leave
  • Advanced certification and training opportunities
  • Casual dress
Let us apply for you (from 10$)

To apply for this job please visit jobs.lever.co.