Production Support Specialist - Tier 1 (Remote)

Job Description

Job Description

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a production support specialist who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

All candidates will be required to complete at least one in-person interview as part of our hiring process.

Job Summary

The LTSS MD Production Support Specialist, Tier 1 will serve as a primary point of contact for the LTSS Maryland customers, answering phone calls, emails and all first level review of issues reported. Work in a deadline-driven environment collaboratively with the rest of the Production Support and product development teams through every step of the defect life-cycle.

Principal Responsibilities

• Provide customer support and technical issue resolution via email, phone, and Defect tracking system.
• Build rapport and elicit problem details from customers.
• Provide timely, efficient, and pleasant follow up to customer questions or issues, as applicable.
• Communicate customer priorities regarding defects to Tier 2 HD.
• Work with Tier 2 HD, Tier 3 HD and Business Analysts to understand new features being released.
• Work with Production Support team lead to convey release information to customers.
• Work with Tier 2, and 3 HD and Core Team to determine release schedule with customers.
• Document all incidents in incident tracking system
• Manage incidents to closure or escalation to Tier 2.
• Interact effectively with customers and internal development team
• Escalate issues as needed
• Assist in generating training materials and customer facing documentation.

Required Skills

• College degree and 0-2 years of related work experience, or Associate degree and 2-3 years of related work experience, or High School diploma/equivalent and 4-5 years related work
• Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
• Strong interpersonal skills.
• Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
• Must be a strong team player with excellent written and verbal communication skills in English.
• Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
• Strong client focus and collaborative work style
• Ability to understand and explain technical information
• Ability to create customer facing documentation

Location: Remote

Status: Full-time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at View phone number on us.fitly.work.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.