End User Support Lead - Merakey

Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking a End Support Lead to join our team at our program. This is a Hybrid position: 620 Germantown Pike, Lafayette Hill, PA 19444.



GENERAL DUTIES/RESPONSIBILITIES: (Duties listed are what is expected of the role of someone fully proficient and are listed most important to least important by categories of job duties.)

Examples:

Administrative & Client/Customer Support


* Handles confidential information with discretion and diplomacy.


* Ensures feedback on technician quality assurance, problem resolution, and customer satisfaction.
* Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
* Provides solutions for all mobile devices, Avatar escalations, and other systems, including hardware, software, and tools.
* Develops or modifies operating procedures and manuals to solve complex problems.

Research and Analysis


* Creates and maintains intermediate to moderately complex spreadsheets and databases and prepares reports, tables, charts.
* Research, monitors, and analyzes data to produce business insights and action recommendations relevant to proposed business development





Administrative:


* Answers and responds to inbound calls, emails, escalations, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer.
* Verifies all contact information.
* Creates tickets within supplied IT Service Management System.
* Documents and logs all contacts and actions into tickets per specified guidelines.
* Creates, organizes, and maintains documentation on commonly reported problems, questions, known resolutions and troubleshooting steps to maintain knowledge base.

· Maintains Merakey Asset and Software Inventory

· Prepares activity reports as requested by management.



Client/Customer Support:


* Provides direction to customers promoting online self-service and web-based solutions.
* Creates temporary "work-around" for immediate customer issues when appropriate.
* Escalates unresolved customer issues to the appropriate teams with concise description, actions, and traces as required for escalation.
* Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
* Provides customers with existing Service Request status and triages call appropriately.
* Prepares activity reports as requested by management.
* Remains knowledgeable of system information, changes and updates.



Technical:


* Performs root cause analysis to assess, diagnose and remediate diverse Tier II hardware and software issues.
* Serves as a Tier II resource to help other Service Center Analysts provide resolutions for complex support issues.
* Provides Tier II support regarding all facets of Merakey's clinical applications.
* Actively participates in real-time communications with clinical team members regarding upgrades and issues discovered while providing support.
* Acts as liaison with Merakey's System Operations, Network Operations, Application Development teams.

· Collaborates with analysts and development staff to test, troubleshoot, and validate new software programs and applications. Prepares and maintains computer software/operating systems updates. Assist with security needs and data recovery; coordinates virus/spam removal with IT Support Technicians, provides codes and necessary files; reports security issues/observations/breaches to the Manager of Technical Services.









Mobility Services:

· Manage and support mobile device servers to allow for email setup and security to mobile devices in the field.

· Test mobile devices for compatibility and security.

· Test and integrate iPhone and iPad apps for the business.

· Troubleshoot and provide possible resolution on all support issues.

· Work with cellular vendors to identify, troubleshoot and resolve mobile device service issues and addressing billing issues.

· Responsible for all provisioning and deprovisioning of all mobile devices in our MDM software.

· Responsible for disposal and recycling of all mobile devices.



General:


* Adheres to service level agreements with customers and business partners.

· Works directly with Technical Services Analyst to ensure quality control and inventory management standards are met.

· Researches and develops advanced technical solutions to hardware/software problems through collaboration with other technical services and application development staff.


* Maintains awareness of and compliance with all Merakey personnel policies
* Assists with special projects, as needed.
* Coordinates training of all new staff members and assists in the success of new hires.
* Identify areas for quality improvement and make recommendations to the Service Center Manager.
* Achieves specified performance goals.



Benefits

Merakey offers medical, dental - vision insurance plans, competitive compensation plans and more!


* DailyPay
* Work/Life Balance
* Flexible Schedules
* Cell Phone Discount Plans
* Employee Referral Bonuses
* Tuition Reimbursement
* Care.com Membership

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year. Click here to watch a video about Merakey. Merakey strictly follows a zero-tolerance policy for abuse.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!



Our ideal candidate will possess the following skills:


* Minimum 4 years' experience in a Service Center or IT Application Support role required.
* Demonstrated experience with clinical-based applications.
* Demonstrated experience with MDM and mobile devices.
* Proven experience working closely with Systems Operations, Network Operations and Database teams.
* Advanced computer and Office 365 skills.
* Experience in a high-volume IT call center or customer service environment and knowledge of ITSM system.
* Prioritize assignments, follow-up to ensure task completion, and manage multiple projects.
* Ability to make quick, accurate, and appropriate decisions.
* Knowledge of customer service principles and practices.
* Knowledge of call center telephony and technology.
* Ability to communicate with customers over the phone and provide remote support.
* Ability to explain technical issues in clear and understandable language.
* Strong customer service orientation.
* Demonstrate the ability to work well with people, both internally and with the external customers.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled