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Open Positions

Tier 3 Technical Support Engineer  

 

 

POSITION TITLE:

Tier 3 Technical Support Engineer 

LOCATION:

Cambridge, Ontario

REPORTS TO:

Chief Technology Officer

COMPANY PROFILE

CellTrak is a team of highly focused and passionate healthcare and technology experts who have invested years solving the problem of delivering health care and related services in homes and community care settings by a distributed workforce. Since its founding and first client use of the solution in 2006 CellTrak has delivered a complete, integrated software-as-a-service solution that facilitates care delivery and real-time field force management; automates data collection; and provides information for business and care optimization to agencies who no longer want to work with self-reported information and paper processes. This includes apps for all types of caregivers that run on the leading mobile devices; portals for efficient, coordinated care delivery by a distributed workforce; interfaces to EHRs and back office systems; and services to support adoption and optimization. During this period of time, the team has developed the company name into a brand that is respected, appreciated and has become the industry standard. CellTrak’s solution solves major problems for the home health care, hospice, and community care segments in the US, Canada, and the UK.

ABOUT THIS ROLE:

The Tier 3 Technical Support Engineer is the final escalation point within the Customer Care and Technical Support Organization.  Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer. This Tier TS Engineer is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with developers, Quality Assurance, and Product Management. The Tier 3 TS Engineer is the escalation point for technical support issues globally.

KEY RESPONSIBILITIES:

  • Responsible for reproducing/confirming product defects and reporting such defects to Development and Product Management for future consideration
  • Strong understanding of software configuration, and being able to identify and fix such configurations
  • Work continuously to increase Tier 2 TS Engineer product knowledge by reviewing escalated cases on a weekly basis
  • Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
  • Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2  Support are completely documented in the CRM system
  • Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
  • Ability to demonstrate strong analytical and problem-solving skills
  • Ability to handle multiple priorities

BASIC QUALIFICATIONS:

  • Expertise with SQL and understanding of databases
  • Knowledge of Software Development & Design
  • Familiarity with multiple Operating Systems (Linux, Mac, Windows)
  • Experience with multiple mobile platforms (Android and iOS)
  • Good knowledge of Web application architecture

+1 QUALIFICATIONS

  • Experience using web browser developer tools
  • A plus is the ability to read and understand code, particularly PHP and Javascript
  • Great communication skills - ability to think creatively and adapt the message to the audience 

To be considered for openings, please send or email your resume and cover letter to:

Human Resources
CellTrak Technologies, Inc.
1051 Perimeter Drive, Suite 1000
Schaumburg, IL 60173
careers@celltrak.com

Please indicate your areas of interest as well as preference of office locations.

CellTrak is an equal opportunity employer.