Posted: Thursday, May 11, 2017 2:30 AM
Mitchell International, Inc. is a leading provider of best in class workflow solutions. As North Americas leading provider of Property and Casualty claims management solutions, we process over 50 million transactions annually for over 300 insurance companies / claims. We combine leading:edge technology, extensive information resources and personal service with broad claim management expertise enabling our clients to restore their customers lives after a challenging event. Job Position:The Product Support Engineer 1 will provide proactive and reactive technical support for Mitchell software products. This consists of troubleshooting reported issues working closely with both internal departments and our clients as a member of our technical Support team. Supervision:The employee will be provided specific detailed procedures for most tasks and continued mentoring from upper levels.Scope and Dimensions:The Product Support Engineer Level 1 holds a key role troubleshooting application and environmental system level production issues that impact more than 1000 concurrent Citrix users and 20,000,000 + transactions per year. Essential Responsibilities: The Product Support Engineer I will provide superior customer service to our clients by participating in such duties as the following:Document reported issues in SalesForce CRM as needed and triage incoming customer problem calls and emails. Communicate with clients and internal team members while providing and exceeded level of customer service. Troubleshoot incoming issues for proprietary medical bill review software by researching, reproducing problems, and interfacing with customers, vendors and internal resources until resolution of issue. This includes resolve or escalating the issue to the appropriate level analyst where applicable. Work with Product Support and other various groups to ensure our technical support SLA obligations are being met on a client by client basis. Must be able to participate in an on call rotation schedule for after:hours support. Additional Responsibilities:Participate in other technical customer service related activities such as assisting in implementation projects and internal efficiency projects. Experience and Educational Requirements: Required:Minimum 2 years relevant experience within a help desk/application software support setting or an information system/computer science related degree. Proven skills in handling multiple tasks or projects and ability to dynamically prioritize. Effective oral and written communication skills required. A self:starter with proven ability to work independently to analyze problems and recommend solutions. Preferred:A degree or certification in computer science/information systems, or related field. Knowledge of Citrix Administration. Experience in supporting multiple proprietary software in a help desk type environment preferred . Experience with various file formats including ANSI: 837,997,824 Basic SQL knowledge.
• Location: North DFW
• Post ID: 52311918 northdfw