WEX Hartford , CT 06183
Technical Support Engineer
Are you interested in joining a dynamic team in a fast-paced - high growth, product area? As a Technical Support Engineer for WEX Health, you will have the responsibility of being the primary contact and trusted advisor to our partners as they encounter product related questions and technical problems. You will be responsible for troubleshooting product and technical issues related to WEX Health's electronic payment, on-premise and cloud computing platforms for our healthcare solution systems, applications, and related technologies. Your technical and relationship building skills will be critical to our partner's success and building long-term value in our services. As a technical leader, you will write technical content to be published on the support portal, understand and share best practices and develop your subject matter expertise. Prior technical support experience in areas such as software applications, working with leading edge technologies, Health Care, Spending Account Administration (FSA, HSA, HRA, etc), Third Party Administration (TPA) is encouraged, but not required.
Manage your relationships with partners, serve as the primary contact and trusted advisor for product functionality inquires and technical support related issues
Investigate product questions, troubleshoot and document technical issues related to Evolution1 applications.
Utilize standard support, troubleshooting tools and related technologies to provide issue resolutions in a timely manner.
Utilize online ticketing system to providing concise and detailed information and steps related to the troubleshooting and cause analysis
Provide in-depth technical support interactions for service delivery over the phone and through written correspondence via email regarding technical issues and escalated problems.
Engage and collaborate with other support teams, including Partner Service Managers, Production Operations and the development teams as you work to gain resolution to critical and complex issues.
Develop specialized expertise by supporting Evolution1 products. Document your knowledge and share that knowledge with others through training sessions and mentoring
Ensure timely follow-up and resolution of inquiries/issues to meet the partner SLAs (Service Level Agreements) needs, and expectations.
Create online technical content including knowledge base articles and training documents etc.
Identify and report software bugs and be an advocate for product enhancements
Demonstrate exceptional customer service skills through positive interaction and effective communication of detailed technical resolutions to partners.
Manage additional technical support related projects as they are assigned.
Bachelor's Degree in Computer Science, Management Information Systems, or related area or equivalent education or work experience.
Possess a passion for a fast-paced technology inspired culture
Excellent verbal and written communication skills.
Demonstrated ability to diagnose and troubleshoot complicated issues
Highly organized and detail oriented
Ability to work well in a team environment
1- 3 years of industry experience in a Customer Service or Technical Support/Services Team
Experience in database analysis, specifically SQL, customized reporting tools, technical troubleshooting and debugging of customer problems
Presentation and Training skills