Technical Support Engineer 2

The Enlyte Family of Businesses

Mitchell | Genex | Coventry

Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth.

This is a full-time remote position that can be located anywhere in the U.S.

• Provide technical support to internal and external customers on various highly technical systems and in multiple types of environments.
• Assist clients with a variety of requests and provide training when needed.
• Report design, reliability, or maintenance problems to next level engineers with detailed steps to demonstrate the issues.
• Report issues and bugs to developers with clear documentation of the problem.
• Document and log system enhancement requests with defined business cases/requirements to product management.
• Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.

• High School diploma
  
• Basic Microsoft tools knowledge (Outlook, Teams, SQL, Word, Excel, etc.)
• Customer service/support (Salesforce knowledge a plus)
• Detail oriented and organized.
• Ability to communicate clearly either through written or verbal exchanges with customers.
• Ability to work independently in a remote environment, monitoring incoming queues and proactively prioritizing new work.
• Motivated to learn and continually increase their knowledge.
• Multi-task - Ability to change tasks/systems frequently.
• Ability to learn several different systems/platforms.
• Ability to coordinate with vendors or internal resources to resolve problems.
• Ability to monitor dashboards, handle failed EDIs, file movement jobs, and web services tasks, run and analyze system health checks.

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