Technical Support Engineer III

For over 30 years, TeleTracking has been operating with a simple mission, to ensure that no one waits for the care they need.

Our state-of-the-art technology, combined with actionable best practices and a strong advisory services team, means that we provide thecritical operational components required to build a responsive, resilient healthcare system.

One of those key components is the centralization of hospital operations…the ability to see in real-time everything from the number of available beds to receive and treat patients to the number of pieces of available medical equipment.

TeleTracking values people with an entrepreneurial spirit, creativity and building strong relationships with our employees.

We believe that diversity, equity,and inclusion in our workforce keeps us competitive and provides opportunities for everyone..

JOB SUMMARY.

Provides expert level technical support to Technical Support Engineers II and below.

Mentors and guides junior technicians to improve their procedural and technical proficiency.

Completes projects for both internal and external business needs as assigned.

Participates in the issue resolution lifecycle process with development and quality assurance.

Participates in departmental leadership meetings and works with management to continuously improve service/support for our clients..

PRIMARY DUTIES AND RESPONSIBILITIES.

Supports the TSEI and TSEII staff by collaborating with TSEs, management, other internal departments, and clients to troubleshoot, test, and provide workarounds and solutions to internal and external clients in a timely manner..

Provides timely performance feedback on TSE I and TSE II employees by partnering, observing, and shadowing..

Conducts training sessions for products, technology, and troubleshooting best practice..

Provides coordination for client transitions from implementation of product to technical support..

Responds to incoming calls from clients and manages call issues in an ACD environment according to departmental guidelines and policies to ensure prompt and courteous service..

Contributes to knowledge base articles for accuracy and relevance..

Collaborates with management to identify gaps in process/procedure and to remedy those items..

EDUCATION.

Associates,Computer Science, Software Engineering, MCSE, Required..

High School Diploma, Required..

EXPERIENCE.

3 years’ experience in supporting TeleTracking applications, required..

Experience supporting Microsoft SQL server, required..

Experience supporting Microsoft server, required..

Demonstrated technical leadership abilities, required..

Experience organizing and presenting technical information, required..

SKILLS.

Ability to work independently on diverse problems requiring extensive in-depth product and protocol knowledge..

Works cooperatively with a variety of individuals..

Adjusts to abrupt changes in workload or working hours, as necessary.

Ability to excel under pressure..

Skilled at gathering information and making informed decisions without close supervision; maintains composure while taking risks..

Demonstrated ability to maintain workload and assist others..

WORK ENVIRONMENT.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position..

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify, observe, and assess.

The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description..

TeleTracking is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, nationalorigin, disability or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation.

This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment.

An integral part ofTeleTracking’scommitment is to comply with all applicable federal, state, and local laws concerning equal employment and affirmative action.Bachelors, Preferred.Excellent customer relation skills.Technology.

Pittsburgh,.

Pennsylvania.

Home Office,.

Remote