Job Title
Support Expert
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Overview
We seek a Support Expert to join our team. This role provides end-user support for Encompass LOS and Consumer Direct platforms.
The successful candidate will work alongside Scrum Teams and enhancement-focused Administrators, focusing on end-user experience, ticket triage, and break-fix remediation using a Kanban workflow.
This role manages moderate-complexity issues, resolves Tier 2 tickets, supports the break-fix/maintenance channel, and contributes to release readiness and documentation.
The Support Expert also mentors junior staff and helps maintain platform stability and user satisfaction.
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Key Responsibilities
* 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 advanced issues to senior staff.
Kanban Workflow & Break-Fix Support
* Support the Kanban-based break-fix and maintenance process for resolving issues outside standard release cycles.
* Perform light administrative updates to restore functionality or resolve user-impacting issues.
* Assist in identifying recurring issues and providing input for root-cause analysis.
User Onboarding & System Readiness
* Support user onboarding/offboarding, permissions updates, and profile troubleshooting.
* Maintain job aids, knowledge-base articles, and support documentation.
* Assist with training communication for small updates or user-impacting changes.
Testing & Release Support
* Execute validation and testing for minor fixes or support-related updates.
* Support UAT with configuration or workflow clarification.
* Participate in release documentation and post-deployment validation.
Collaboration & Mentorship
* Work with Scrum Teams and enhancement-focused Administrators to align break-fix work with sprint activity.
* Collaborate with Product Owners, Engineering, and Support teams as needed.
* Mentor junior staff on troubleshooting and support practices.
* Maintain SOPs, KB articles, and documentation.