Product support specialist, Tier II

Atlanta, GA, United States

**Product support specialist, Tier II**

Product Support Atlanta, Georgia Department **Product Support** Minimum Experience **Mid-level** Location: *Atlanta, GA, or Remote*Reports to: *Manager, Product Support* JUVARE is a worldwide leader in emergency preparedness and critical incident management and response technology. Juvare solutions empower government agencies, corporations, healthcare facilities, academic institutions, and volunteer organizations to leverage real-time data to manage incidents faster and more efficiently, protecting people, property, and brands.

JUVARE Mission Statement: Juvares mission is to strengthen and optimize information sharing to empower preparedness and response professionals to protect people, property, and brands.

JUVARE Core Values: Client Focused (Maximize positive client impact.), Courageous (Be bold. Speak up. Take action.) and Curious (Embrace the art of the possible.)

JUVARE Value Statement: Juvare means to help. We believe that by partnering with our clients to understand the challenges they face, and pursuing solutions with curiosity and courage, we will maximize the positive impact we have on the preparedness and response community, and those they serve around the world.

JUVARE Tagline: Prepare. Connect. Respond.

JOB SUMMARY

As our Product Support Specialist, Tier II, you are responsible for providing remote and/or on-site technical support to clients and assisting with escalated development tasks (HTML, JavaScript) to support internal and client-driven projects. The Product Support Specialist is responsible for managing and advancing the first level service and support of end-user service requests and computing issues. The position requires support and technical skills, and a deep commitment to end-user satisfaction and experience in driving process improvement. Product Support Specialist will be measured on user satisfaction, service level goals, and contribution to improving problem/incident management processes.

RESPONSIBILITIES

* Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.

* Strive for continuous improvement of the incident management process and the integration of the incident management process with other operations management processes, such as problem and change management.

* Build and maintain relationships with all clients and internal stakeholders to ensure that delivered support services and end-user productivity goals are understood and exceeded.

* Ensure end-user satisfaction (transactional and periodic), and act on action plans to address areas needing improvement.

* Advance the use of and contribute to knowledge repository to share information among all levels of product service and support.

* Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.

* Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.

* Promote and leverage self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce support costs.

* Promote knowledge and experience gained from time in the Public/Private Healthcare sector.

* Provide telephone and email support to a global client base.

* Verify bugs reported by clients and report to development.

* Submit product enhancements from clients to development.

* Assist in maintaining knowledge base of common problems and solutions.

* Demonstrate personal discipline and assure quality of service provided.

* Comply to Juvare information security policies and standards.

* Always protect company and client information.

QUALIFICATIONS

* Bachelors degree preferred, but not required.

* 3+ years experience in a Public or Private Healthcare environment.

* 1+ years' experience in a support call center environment.

* WebEOC experience is a plus.

* Technical troubleshooting and problem solving is a plus.

* Ability to perform essential job functions safely and successfully, consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

* Ability to work off-hours including evenings and/or weekends, as required.

SKILLS & KNOWLEDGE REQUIREMENTS

* Passion to provide outstanding service to both internal and external clients.

* Excellent oral and written communication skills.

* Exceptional analytical and problem-solving skills.

* Familiarity with current technologies.

* Ability to rapidly absorb and implement new technologies and procedures.

* Superior attention to detail, personal initiative, and commitment to quality.

* Flexibility to adapt to changing priorities and manage multiple concurrent tasks.

ADDITIONAL INFORMATION

* No visa sponsorship is available for this position.

* Juvare is a Federal Government Contractor and employees are required to be fully vaccinated.

*Juvare is an Equal Opportunity, Affirmative Action employer.*

Location Atlanta, Georgia Department Product Support Minimum Experience Mid-level