Job Overview
This is a key role within our organization, focused on delivering exceptional end-user support for the Encompass LOS and Consumer Direct platforms.
The ideal candidate will work collaboratively with existing Scrum Teams and enhancement-focused Encompass Administrator groups to drive end-user experience, ticket triage, and break-fix remediation using a Kanban workflow.
* Provide Tier 2 Encompass support to end users across Consumer Direct, ensuring seamless access to the platform.
* Triage support queues and user-submitted tickets, determining severity and ownership in a timely manner.
* Troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions, providing clear and concise resolutions.
* Mentor junior team members and participate in release documentation and post-deployment validation to maintain platform stability and user satisfaction.
We are seeking a highly skilled professional who can effectively communicate with stakeholders, resolve complex issues, and contribute to the continued success of our team.