Software Support Engineer II
Posted on Indeed on Mar 26, 2021

Surgical Notes continues to expand and is looking for a Software Support Engineer II to be based out of our corporate office in Dallas, TX (no relocation assistance is provided). This Tier-2 role is responsible for providing timely customer solutions to technical / application support incidents and/or service requests reported from customers via direct phone calls or emails, or those escalated from Tier-1 teammates.

The ideal candidate has excellent organizational skills, communication skills (verbal and written), and the desire and ability to quickly learn. Working as part of a team to meet deadlines is crucial to success in this position.

Our organization prides itself on being built upon a set of strong core values. We are looking for candidates who will actively exhibit Service Excellence, Transparency, Teamwork, Accountability, Hard Work, and a Positive Attitude in their job.

. Requirements:

Primary Responsibilities:

  • Provide timely technical solutions to customers by accurately identifying problems, researching issues/answers, providing workarounds, and/or providing permanent fixes.
  • Create tickets in ITSM suite by documenting incidents and requests, and assessing their impact and urgency on business operations
  • Take inbound customer calls, emails, or tickets directly or from Tier-1 teammates before escalating to Tier-3 teammates only if needed
  • Place outbound calls to customers to seek additional information and/or validate resolution to their issue(s)
  • Train customers on commonly used features and/or functions within our software
  • Build working relationships and knowledge of other 3rd party vendor support processes
  • Perform software configuration changes and customer software upgrades
  • Author, publish, and communicate Knowledge Base articles or other support documentation
  • Participate in monthly on-call team rotation to cover customer support issues and/or internal IT issues during off-hours
  • May be required to stoop, kneel, crouch or crawl and may frequently lift and move up to 10 pounds. Occasionally lifting and moving up to 50 pounds of office equipment
  • Perform other related duties as required/assigned

Required Knowledge, Skills, Abilities & Education:

  • Must be located in the continental United States
  • High School Diploma plus 6 to 9 years’ experience in an IT support role -or- a bachelor’s degree in Computer Science, Software Engineering, or Management Information Systems plus 2 years’ experience in an IT/Technical support role
  • 2+ years’ experience supporting Microsoft Windows desktop environments
  • 2+ years’ experience using an ITSM or ticketing system
  • 1+ years’ hands-on experience with SQL, T-SQL, or PL-SQL with the ability to write and run basic SQL queries
  • Led small customer-based IT projects to include planning and execution (e.g., software upgrade)
  • Demonstrated experience and fundamental understanding of hardware, software, networking, and telecommunication relationships and dependencies
  • Relentless problem-solver with excellent listening skills
  • Professional tone w/strong written (e.g., tickets, KBs) and verbal (e.g., phone calls) communication skills
  • Ability to work independently and as part of a team
  • Flexibility to assume new tasks or assignments as needed

Preferred Knowledge, Skills, Abilities & Education:

  • HDI Desktop Support Technical or Technical Support certification (HDI-DST)
  • ITIL certification
  • Microsoft Certified Professional (MCP) certification
  • CompTIA A+ certification
  • Healthcare experience (medical transcription, medical coding, or medical records)
  • EHR or Document Management software support experience

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