Position Purpose: Serve as an escalation point for internal and external customers, providing advanced technical support.
Provide guidance to customers on the deployment of TruCare features, products and usage patterns. Responsible for advocacy on behalf of the customers' needs and experience with the TruCare product in front of the Product Development organization.
Provide client support and technical issue resolutions
Manage incidents to closure, including necessary escalations and leading internal task forces.
Build rapport and elicit problem details from non-technical or technical customers
Communicate regular status and progress for both internal and external stakeholders.
Deploy the Casenet product suite for test, demonstration or educational purposes.
Assist in testing new software functionality prior to release.
Assist in generating training materials and customer facing documentation based on customer need and experience with existing materials.
In conjunction with the Account Management and Customer Success teams, guide customers regarding their use of existing and upcoming TruCare features.
Design and manage development of solutions in support of customer objectives.
Provide detailed feedback to the Product Development organization regarding planned features and customer experience with releases in the field.
Serve as an advisor and educator for the Services team in order to improve issue resolution time
Education/Experience: Bachelor's degree in related field or equivalent experience. 3 years' experience providing technical support for enterprise business or equivalent applications.
Windows Server, Desktop, SQL Server, enterprise network technologies, system topologies, n-tier web applications and infrastructure experience required. Experience writing and troubleshooting intermediate SQL queries and navigating large domain models required. Experience with stored procedures and performance/deadlock tuning preferred.
Experience designing customer-focused solutions of varying complexity. Customer service and leadership experience preferred. Health care or insurance industry experience preferred.
Licenses/Certifications: Microsoft or A Certifications preferred.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.