Technical Support Engineer

Job Description

Job Title: Technical Support Engineer

Location: Gainesville, FloridaWhy This Role Matters:

Due to our exciting expansion, we are looking for Technical Support Center Engineers who have the charisma and talent of “connecting” with people, for our Patient Support Center of Excellence. Our client is a major pharmaceutical manufacturer with whom we have partnered to develop a breakthrough digital solution. If your passion is to work on breakthrough technologies while making a positive and transformative impact to people’s lives, then tell us about yourself!

The Technical Support Engineer will be responsible for fielding product questions and concerns that are escalated from Level 1 (primary) Call Center Agents. These inquiries will be handled via phone, email and our online ticketing system. You will liaise with our QA, software development, and product management teams to drive resolution. In this role, you’ll learn basic Software Quality Assurance methodologies.

What This Role Entails:

• Answer inbound requests and issues through ticketing system, email and phone
• Gather critical, detailed information needed to identify and resolve reported issues
• Assist customers with unresolved technical issues experienced with mobile or web application
• Escalate unresolved issues to management appropriately
• Perform basic database queries to investigate issues
• Maintain and update mobile devices used for clinical studies
• Provide timely feedback to Support Center Supervisor and Team regarding service failures or customer concerns
• Leverages Knowledge Base articles for common answers, and author new knowledge base articles to assist in future incidents as necessary
• React quickly, calmly and efficiently during an emergency and work with the team showing a balance of urgency and empathy to implement resolution and/or file appropriate product quality complaints
• Maintain confidentiality regarding any patient or clinical study information in accordance with HIPAA regulations as well as sensitive client and company specific information
• Meet Quality Assurance Requirements and other key performance metrics
• Work with our software development and quality assurance teams to assist with the testing of the applications you will be supporting

The Skills We’re Looking For:

• Strong Customer Service Orientation that conveys both a genuine interest in helping our customers and ownership of issues
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment while maintaining confidentiality around patient and/or clinical study information in accordance with HIPAA
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Excellent interpersonal, written, and oral communication skills with attention to details and ability to follow through to completion
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with callers over the phone
• Ability to learn and navigate new software quickly
• Experience with mobile devices or apps a plus
• Experience with database queries is a plus
• 2-4 years of Technical Support Center/Customer Service experience
• Previous experience in a Healthcare environment is valuable
• Bachelor’s Degree preferred, but not required

About Mobiquity

Mobiquity is a digital consultancy that partners with the world's leading brands to design and deliver compelling digital products and services for their customers. Our approach balances human needs with usefully applied technology, unbound creativity with research and analytics, and agile development with strict engineering and security standards. Mobiquity’s end-to-end services consider every dimension of a digital business from marketing to IT, providing strategy, experience design, product engineering, cloud services, and analytics. Mobiquity is an AWS Partner Network (APN) Premier Consulting Partner and has worked with AWS since 2011 to deliver 100% cloud-based innovation to its clients. To learn more, visit https://mobiquity.com.

Mobiquity is a Proud Equal Opportunity Employer

Mobiquity is committed to the principle of equal employment opportunity (EEO) for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Mobiquity are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Mobiquity will not tolerate discrimination or harassment based on any of these characteristics. If you need assistance or an accommodation due to a disability, you may contact us.