Associate TSS Engineer

Hyderabad, Telangana
Permanent
Full-time

1 month ago

Overview:Job Title: Associate TSS EngineerPosition Overview:We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs.SUPERVISORY RESPONSIBILITIESAssociate Production Support is not a supervisory role.Our Products:HealthEdge® delivers an entire healthcare ecosystem, providing customers with one set of healthcare solutions to manage all their complex needs and prepare for the future. Deployed individually or in combination, these healthcare solutions deliver what health plans need to succeed in an ever-changing market while ushering in the future of healthcare.Key Responsibilities

Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines

Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions

Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures

Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process

Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities

Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration

INDIA specific: Expected to work during US (EDT) business hours to ensure alignment with client operations and support needs

KNOWLEDGE AND RESPONSIBILITIESFully applies basic principles, theories, and concepts to job assignments. Work, still closely managed, involves limited problem solving, following standardized practices and procedures. Typically interfaces with Engineers, Customer Success Managers, Account Managers, Senior QA members and leaders in work group.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and EXPERIENCE

Bachelor’s degree in IT, Computer Science, Engineering, or a related field.

1-3 years of experience providing software support to end users

Preferably, experience in the health insurance industry

1+ years of experience as a Business Analyst a plus.

Business & Analytical Skills

Strong aptitude for critical thinking, analytical reasoning, and problem-solving.

Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.

Experience engaging with customers and managing competing priorities effectively.

Ability to work on multiple initiatives at once and be able to adapt to shifting priorities

Ability to work independently and collaboratively with multidisciplinary teams

Ability to prioritize and execute tasks in a high-pressure environment

Technical Proficiency:We're looking for associates with technical curiosity and strong learning aptitude. While prior experience is a plus, we value the ability to quickly absorb new concepts and grow into these technical areas:

Excellent computer skills, proficiency with Jira and Microsoft Office (Excel, Word, PowerPoint)

Microsoft based applications and troubleshooting

SQL query development and debugging

Relational databases and version control

Data formats and log analysis

Soft Skills:

Exceptional customer service orientation

Excellent communication and interpersonal skills.

Ability to prioritize issues, manage schedules, and work collaboratively in a fast-paced environment.

A proactive, driven mindset with a strong desire to understand both business and technical problems.

LOCATION/TRAVEL

This position is based out of our office located in Hyderabad, India.

HealthEdge

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