Level 2 Technical Support Specialist
Internal titles may be modified for posting to attract appropriate candidates.
If you’re passionate about building stronger, more resilient and healthier communities around the world then look no further.
A fast paced, global company, Multi-Health Systems Inc. (MHS), is a leading developer of innovative scientific assessments and technology solutions. Here at MHS, our brand is built on trusted assessments rooted in rigorously examined scientific data. We use our industry knowledge to offer solutions to clients so that they may empower their communities in a number of ways, entrenched in a deep respect for psychological well-being.
Based in Belfast, our Core Systems team delivers a different kind of software solution for offenders within the prison and probation system. Core is an MHS technology solution with over 200,000 users worldwide. Join this team if you want to have the opportunity to express yourself, help shape the future of the company and transform an industry.
We prioritize fairness, equity, and bias reduction in all aspects of our work while giving back to the communities we serve. Join us in our journey to create a world where everyone has the opportunity to succeed and thrive.
THE JOB
We are currently looking for a Technical Support Specialist who's looking to make an impact as part of a growing, award-winning organization.
The Level 2 Technical Support Specialist, reporting to the Manager of Technical Support and Quality Assurance, is responsible for escalated customer support cases addressing issues being experienced with the MHS first party portals, MAC+, TAP, and GEARS as well as certain legacy platforms that are being phased out. The L2 Technical Support Specialist works with customers, internal resources, the Dynamics 365 Customer Success module (for case management) and peers in the team to identity and resolve root case of problems on behalf of affected customers.
This dynamic role is ideal for an intellectually curious, problem-solving individual who wants to work in a DevOps environment with hands on responsibility for existing and in development solutions, direct contact with customers and other stakeholders, and decision-making authority to resolve or escalate customer support cases.
Core Qualifications:
* of the Level 2 customer success case queue on D365 including prioritization, re-assignment, and resolution work on cases related to MHS First Party Portal issues.
* interaction with customers to seek further information, discuss problem resolution steps, and address concerns.
* of misprocessed or incorrectly coded sales transactions that need to fulfill to an MHS First Party Portal.
* of customer or internal stakeholder related problems with portal interactions, troubleshooting of problems / root cause identification, resolution, and overall ownership.
* of knowledge articles to address frequently experienced problems, FAQs, technical bulletins.
* with D365 administration team members, update the case routing and “next best action” logic to move resolution of cases of this nature to the Level 1 agents.
* software defects to Level 3 agents / developers / PSMs for further work to resolve.
* software defects as user stories / bugs in the DevOps platforms (presently GitHub Enterprise and Microsoft Azure DevOps) and participate in bug and feature enhancement reviews.
* and become subject matter experts (SMEs in the MHS platforms and solutions and be a point of reference in requirements development).
* on expertise in DevOps efforts in the CI/CD processes (continuous integration, continuous deployment) with a focus on test cases, quality assurance gates, and automation to improve MHS portal quality, reliability, and availability.
* level 2 performance metrics, work with leadership to improve throughput and customer satisfaction and contribute to efforts to improve platforms and processes.
WHAT YOU BRING
The ideal candidate is a problem solver interested in customer success, the software development lifecycle (SDLC), DevOps, and continuous improvement. The incumbent will directly interact with customers and must have a customer success mindset. The incumbent will work closely with other technical specialists, with software and psychological measures developers, with DevOps engineers, with senior leaders and planners, and with business analysts (BAs) and designers. In addition, you bring:
* customer interaction skills including communications, interpersonal awareness, conflict resolution, and a desire to collaboratively work with others on problems and outcomes.
* analytical / problem solving mind able to identify root cause, work out solutions and communicate findings to diverse stakeholders.
* with / aptitude to learn business applications including Microsoft Office, Microsoft Dynamics 365, MS PowerApps, Dataverse, MHS Portals, DevOps tools, and internal MHS developed tools.
* experience in a quality assurance or technical support / help desk role is a preference.
* ability to manage work priorities, relationships, collaborating, influencing, and communicating across a variety of organizational functions and levels and with clients and customers is the defining skill for this role.
LIFE AT MHS and Core
We are an inclusive and collaborative team who encourage everyone here to learn, grow and THRIVE. This includes:
* Competitive Salary
* 32 days annual leave
* Access to training within a supportive environment
* Flexible\hybrid working
* Free parking
* Enhanced pension scheme
* Generous health & well-being package
* Support towards further professional studies and professional development
* Positive work life balance culture with a focus on health & well-being and a friendly working environment
MHS Inc. and Core are equal opportunity employers. We respect the dignity and worth of every individual in the workplace and value the importance of diversity, fairness, and trust. Please let us know if you require accommodation at any stage of the application process or want more information on our accommodation policies. We thank all applicants for their interest, however, only those selected for an interview will be contacted.