i3-Milestone · 10 hours ago
Senior Technical Support Engineer/Solution Health Specialist
United States
Full-time
Remote
Senior Level
5+ years expi3-Milestone is seeking a Senior Technical Support Engineer/Solution Health Specialist responsible for performing OnBase System Health Check services for customers. The role involves proactive monitoring, managing customer relationships, and providing training to ensure optimal software solution performance.
Customer ServiceEnergy
Responsibilities
Perform System Health Checks for customers both proactively and as requested by i3 Verticals resources in accordance to established procedures and standards, including preparing and distributing a report which summarizes the results and any action item identified
Maintain the entire System Health Check Report template and process to include making improvements as warranted and communicating important changes across the organization as needed
Maintain our internal knowledgebase including article writing, reviewing, publishing, and deactivating on a regular basis
Proactively monitor and disseminate information to customers regarding system health such as data loss/integrity issues
Manage the Customer Relationship Portal with current and relevant information for customers to utilize and improve the health of their solution
Identify tools and training subjects that can be shared with customers to help them monitor their health of their solution(s)
Actively gather and communicate information to the appropriate departments regarding new areas which could improve i3 Verticals internal system/solution monitoring tools
Host live webinars for customers on relevant System Health Check topics such as how to monitor their system and may include preparing training material, promoting customers to reach attendance goals, coordinating webinar dates, etc
Create and distribute training videos for customers on learning how to monitor and administer their system
Present system health information at customer events as requested to include preparing presentations, demonstrations or answering questions on i3 Verticals System Health Check processes
Identify improvement areas for customer solutions and make recommendations to improve the quality of the solution for the users
Manage development of internal and support related applications, following i3 Verticals Coding Standards
Manage escalated support issues by coordinating efforts amongst other technical resources to achieve a resolution that meets customer requirements
Act as a mentor to other Support team members to include technical training as required
Lead special projects and or responsibilities as assigned by Manager
Qualification
Required
Bachelor's degree in computer related studies or equivalent education and/or work experience
Minimum of 5 years of OnBase experience or equivalent combination of education and experience
Company
i3-Milestone
Utilities today are seeking to reach their customers in varying ways that meet the customer where they are.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ram Kasarla
Owner
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