About the job
Who We Are:
Interra Health is an innovative and rapidly expanding healthcare technology company dedicated to revolutionizing the way providers and patients navigate the prescription journey. Formed through the strategic merger of DoseSpot, Arrive Health, and pVerify, Interra Health provides reliable eligibility verification, real-time coverage insights, pricing tools, and enhanced pharmacy transparency at the point of care. Our mission is to empower providers in making informed decisions while ensuring patients gain access to the right medications with improved clarity and affordability. With robust market momentum and a visionary outlook for the future of connected care, Interra Health invites you to join our dynamic, mission-driven team at the forefront of software and healthcare innovation, aimed at reducing friction and enhancing access for all.
Position Overview:
As a Level 2 Technical Support Specialist, you will play a pivotal role in delivering advanced technical support and serving as a crucial escalation point within the support team. Your responsibilities will include diagnosing and troubleshooting complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate and timely resolutions while maintaining technical ownership through to completion. Collaborating closely with Support, Engineering, and Customer teams, you will address implementation needs, streamline issue resolution processes, and enhance overall service quality, directly contributing to customer satisfaction, retention, and the strength of long-term relationships.
Key Responsibilities:
Diagnose technical issues, effectively communicate root causes, and provide updates to both internal and external stakeholders.
Assist in developing and documenting processes and best practices to enhance customer and product user support.
Clearly articulate technical issues to non-technical audiences, ensuring understanding and resolution.
Manage multiple communication channels (email, phone, cases, chat) and handle simultaneous cases and projects, providing in-depth solutions as needed.
Mentor and guide Level 1 and Level 2 technical support specialists.
Propose, plan, and take ownership of new feature requests, internal and external documentation, and system training as appropriate.
