Technical Support Specialist
The Technical Support Specialist delivers advanced end-user support for the Encompass LOS and Consumer Direct platforms.
This role works in conjunction with existing Scrum Teams and enhancement-focused Encompass Administrator groups to provide exceptional end-user experience, efficient ticket triage, and effective break-fix remediation using a Kanban workflow.
* Provide Tier 2 Encompass support to end users across Consumer Direct.
* Triage support queues and user-submitted tickets; determine severity and ownership.
* Troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions.
* Communicate resolutions and recommended user actions clearly and professionally.
* Escalate complex issues to senior technical specialists.
Break-Fix / Kanban Support Workflow:
* Support the Kanban-based break-fix and maintenance process for resolving issues outside standard release cycles.
* Perform administrative updates to restore functionality or resolve user-impacting issues.
* Assist in identifying recurring issues and providing input for root-cause analysis.