Tier 3 Technical Support


Company Type
Octiv is looking for a Tier 3 Technical Support - Program Architect, to join our Client Health - Program Management team. You are responsible for acting as a client experience advocate, helping to identify client’s strategic direction and align appropriate solutions, providing ongoing technical support, performing QA/testing on solution impacting deployments, and helping to drive adoption of the Octiv solution for a portfolio of enterprise-level clients. This role will be based in our Indianapolis, IN office.

More specifically, you will:

Advocate for, track, and assist in prioritization of workflow bugs and enhancements
Enable Platform Administrators and key users on workflows
Identify/mitigate risks of new functionality or workflows
Monitor program efficiency and overall effectiveness, making optimization recommendations
Oversee/handle cases submitted by the Platform Administrator
Participate in regular status calls and quarterly business reviews
Partner in efforts to increase adoption across the user base
Provide weekly formal "Status of Program" updates
Manage the relationship and overall engagement with day-to-day client contacts
Work with product management in prioritizing feature/product priorities on behalf of client
Work with professional services on iterative implementations, requirements gathering and testing
Work with support to ensure cases are submitted, tracked and resolved in a timely fashion
Assist in analytics/reporting regarding the utilization and effectiveness of the Octiv solution
Manage the execution of on-going project based activities post-implementation
About you

A list of job experience and qualification requirements is great, but what is most important to us is attitude, aptitude and a team-oriented approach. Everyone at Octiv shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our Client Health team is no different, and we only hire people who have a passion for providing legendary client service, in a team environment, where a sense of humor is a must! But to be successful in this role, we are also looking for someone with:

3-5 years’ experience in a client service/support capacity, ideally interfacing with enterprise customers in the SaaS space
Proven success in managing customer relationships with enterprise customers aimed at resolving customer issues and handling all aspects of customer engagement
Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment
Ability to communicate strategic, technical, training and support issues with client and Octiv personnel
Analytical thinker with technical acumen and passion for executing plans into working solutions
Proven ability to successfully manage and grow an enterprise-level client portfolio
Obsessive attention to detail and “get it done” attitude
Additional skills necessary for success: business acumen, HTML5, Salesforce (certification preferred), API, logic & problem solving, and time management
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Confirmed 19 hours ago. Posted 30+ days ago.

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