L2 Application Support Specialist

• Research issues not able to be resolved by Tier 1 and identify system fault
• Provides initial fault isolation and proposes resolution for approval by senior team members to limit and address issues promptly.
• Prepare additional detailed information for Tier 3 on issues that require dev involvement
• Create support commands/scripts/workarounds to resolve customer issues
• Support issue resolution with various Internal Admin Tools (IAT)
• Respond to more advanced issues escalations promptly and appropriately, per Helixs internal processes, procedures and systems.
• Reach out proactively to senior agents and supervisors with questions to ensure solid understanding and growth of systems, processes and procedures.

Role Requirements

• Technical aptitude or familiarity with software concepts such as: HTML, Javascript, Wordpress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, cloud platforms (Azure, GCP)
• With 2-3 years of relevant experience.
• Solid organization and coordination skills.
• Outstanding research and problem-solving skills.
• Excellent verbal & written communication skills
• Able to utilize internal communication tools to align with all stakeholders to perform requested tasks
• Prior work experience as a technical specialist preferred but not required
• Prior work experience in healthcare and/or software industry preferred but not required