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Support Analyst

How You'll Support Our Mission The successful candidate will be responsible for providing world-class technical support management for Washington D.C. Fire and EMS (DCFEMS). Candidate will be responsible for performing all necessary takes related to technical configuration, testing, support management and support systems including troubleshooting and technical issues. In addition to making key decisions for team, they will be answering technical support questions from team and customers via telephone, email, and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to rolling out software and hardware in mass, validating large data sets, solving technical support problems and advocating for customer feedback around product and features. Reporting to the Manager of Healthcare Customer Support as part of our Support Team, you will be based on our client's site in Washington DC or remote. What You'll Be Doing - the day to day
You will be the technical face of ESO for DCFEMS, solving problems related to data migration & analysis, root-cause issue resolution, and report generation.Team engagement, including building trust and good will.Manage team objectives, empower leadership and mentoring of team.Interact with customers at all levels, with demonstrated ability to communicate with the very basic user to the technically advanced.Support and manage evolving project requirements while meeting set timelines and expectations for the onboarding projects.Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions.Provide weekly reporting of defined metrics to DCFEMS and ESO teams.Effectively communicate with DCFEMS personnel, including the director, team lead, larger team, and other associated teams across company.Work with site reliability engineering team daily for review and prioritization of escalated support cases.
Who You Are - the essentials Demonstrate excellent written and verbal communication skillsAt least 3 - 5 years of demonstrated experience in Technical Support environment handling teams, team leads, calls, emails and other customer support channels.At least 2 year of project management experience, handling timelines, requirements and risk escalation to multiple stakeholders.Manage and work support tickets per industry best practices utilizing Salesforce Support data migration efforts, which includes but isn't limited to, data mining, manual manipulation and validationEffectively communicate technical information to technical and non-technical customersCoordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelinesManage and contribute to our Knowledgebase (author and edit knowledge base articles)Maintain a working ability to assist with facilitation of reproduction of customer issues
You Are - the desirables Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database AnalyticsKnowledge of XML and SQLDemonstrated experience with the Microsoft Windows platform, Desktops and Servers.Troubleshooting experience (PC hardware/software, browsers, etc.)Experience in a 24/7/365 work schedule environmentProfessional certifications are a plus: A+, Network+EMS/Heath Care industry experience is preferredBachelor's degree or equivalent education and/or work experience
Salary Range
$68,000.00 - $117,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Washington, DC, 20022, US