QGenda Technical Engineer

1.5+ years QGenda QS experience Associates / Bachelor’s degree preferred, High School Diploma or GED required. Highly collaborative across the CX organization Excellent case management and time management skills Excellent QGenda technical knowledge Communicate technical information effectively to ensure understanding by non-technical audiences Demonstrates a clear understanding and execution of protocols and policies Detail oriented; Ability to complete assignments autonomously and maintain communication with a high degree of accuracy and timeliness Demonstrates strong written and verbal communication skills Advanced understanding of tasks, deliverables and requirements with regard to project assignments, cases, and workload and able to initiate independently Strong understanding of customer impact, balancing quick resolutions with long-term solutions. Demonstrates the ability to coach Tier 1/2 team members and contribute to structured training plans. Computer programming skills or previous technical support experience (Nice to Have)

Maintain a professional and positive attitude in all customer and company interactions. Deliver optimal QGenda solutions for complex cases with minimal guidance. Manage customer expectations, adhere to Service Level Objectives, and achieve target cases. Track and analyze personal case resolution metrics for continuous improvement. Complete complex project assignments and make autonomous decisions on case solutions, guiding and mentoring team members. Provide solutions in a timely fashion, escalating as necessary. Promote customer stability and self-reliance through knowledge-transfer. Adhere to all support policies, workflows, and ticket-handling processes. Handle Concierge phone support with verbal and technical proficiency. Lead or take part in project assignments while managing a standard caseload. Hold a high degree of functional knowledge within QGenda solution and expand upon medical specialty knowledge. Develop or utilize tools or automations to streamline recurring technical support tasks. Act as mentor/coach for team members and/or QS resources. Collaborate with members of the CX organization to ensure positive customer experience. Work with Supervisors, SMEs and Seniors to develop training, process improvement, and best practices.