ROAR

Support Engineer III Special Programs Management

Job Locations US-PA-Malvern
Posted Date 3 months ago(10/25/2024 6:05 PM)
Job ID
2024-11424
# of Openings
1
Category
Information Technology

Overview

Support Engineer III - Special Programs Management (SPM)
Your role on the team:
The Support Engineer III (Sr. Technical Support Analyst) is a member of the Client Support Organization and reports to a Sr. Support Manager. The Support Engineer III handles Tier 3-4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.

Responsibilities

You can expect to:
  • Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.
  • Support clients through the full duration of Frontline’s regular support hours, with occasional weekend hours required for urgent client issues or needs.
  • Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.
  • Provide direct technical mentorship and feedback to Technical Support Specialists.
  • Work with individual customers on requested services, integrations, maintenance, and troubleshooting.
  • Address data integration needs, analyze system capabilities partnered with client specifications and design the solution to customize features accordingly.
  • Assist clients and third parties with data transfer via web services/API.
  • Troubleshoot technical issues that require extensive research and data review within the solution that CS Support levels 1-3 are unable to resolve.
  • Create/modify customized reports as needed for client specific use:
    • Troubleshoot and create complex data reports for clients that are used for IC and CS team members.
    • Create final reports for Clients who have churned.
  • Make configuration adjustments as necessary to configure data integrations with internal and external systems outside of Frontline.
  • Analyze trends for ways to prevent future problems.
  • Handle at or above average number of requests/projects for Senior Technical Support Specialist group.
  • Vet bugs and defects, assist in entering related problem and JIRA tickets (when appropriate), and communicate issues to the internal stakeholders.
    • Prioritize bugs for Development team.
    • Communicate system outages to key partners and laisse with Development team.
    • Properly tag all requests with correct subcategory.
    • Escalate requests when needed due to client sentiment to the Support Lead.
    • Follow up with clients following negative ratings to seek to improve client experience.
  • Be a culture carrier, embodying the company's core values internally and externally.
  • Contribute to the creation of internal and external documentation for complex issues and technical services.
    • Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.

Qualifications

 
 

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