Customer Support Engineer

5 months ago(8/10/2017 3:00 PM)
Job ID

Company Overview

Surescripts was founded in 2001 when the pharmacy industry and other collaborators set out to replace paper prescriptions with electronic. Today, we’re the nation’s largest health information network, connecting pharmacies, care providers, benefit managers and technology partners to get the right information to the right place at the right time. We offer industry-leading solutions that digitize manual workflows and use our unparalleled breadth of data to vastly improve healthcare connectivity, patient safety and provider efficiency.


Department: Customer Group


What You’re Like You’re energized, enthusiastic and relationship-focused. You love coming up with creative new ideas and you’re eager to make a positive impact with your career. You’re an active listener and a proactive problem solver. You’re organized, articulate and reliable. You have a customer service mindset, and will do whatever is needed to help your customers succeed.

What We’re Like Surescripts Customer Group is a super-fun team full of smart, ambitious and genuine people (yes, real humans). We’re a tight-knit group that feels a bit like a family (in mostly good ways), and we value trust and communication big-time. We’re hungry to make a difference to the healthcare system, and we do it by focusing intently on our customers. While most companies merely talk the talk, we walk the walk—we truly put our customers at the core of everything we do, and each of us embodies this “customer-first” mindset in our own way.


OK, But Here’s What It’s Really Like Working at Surescripts Customer Group, you’ll be challenged by the nature of being in a network business and not rigidly categorizing or defining your customers. With so many customers with so many unique needs, you’ll have to deliver solutions that are appropriate for each. You’ll need to know them really well, and you’ll be expected to respond differently to one customer versus another. You’ll always be striving to create a truly customized experience with thoughtfully tailored and differentiated services.




Customer Support Engineer


Job Summary:

The Customer Support Engineer will be a member of the customer Support Team and will be responsible for investigating, resolving, and documenting incoming questions and issues.



  • Investigate, resolve, and document incoming questions and technical issues via phone and e-mail in a timely and effective manner. Request guidance from Senior CSE or Team Lead for highly complex issues.
  • Act as Technical Account Manager for assigned accounts.
  • Assist customers with optimization and training on our products
  • Document all contact activity, including troubleshooting steps and problem resolution, in a call management system.
  • Create knowledge articles for undocumented issues to reduce troubleshooting and research time of future calls.
  • Provide quality customer service to customers & partners for a positive technical support experience.
  • Verify, test and report product deficiencies or bugs to Senior Engineer or use defined enhancement / bug reporting process.
  • Report to Senior CSE’s or Team Leads new process issues that impact customers, especially, when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.
  • Assist with teaching new hire CSE's product fundamentals or basics with support.


Basic Requirements:

  • BS in Computer Science or related field, or equivalent work experience.
  • 2 plus years technical support or equivalent experience in a software support environment.
  • 2 plus years of working knowledge of Microsoft Office 2008 or later.
  • 2 plus years demonstrated proficiency in Server 2008 or Server 2012 and Windows 7 or Windows 10 Workstation.
  • One or more of the following:
    • 2 plus years functional experience in Microsoft SQL running queries.
    • 2 plus years of experience with Microsoft IIS and understanding of internet technologies.
    • 2 plus years of HTML experience.
    • 2 plus years of TCP/IP networking fundamentals.


Preferred Qualifications:

  • 4+ years technical support experience.
  • Certifications in MCSE/MCA/MCDBA.
  • BS in Computer Science or related field, or equivalent experience.
  • Oracle or other relational databases experience.
  • Experience working in healthcare related field.
  • Experience working with proprietary software.
  • Experience coding or troubleshooting ASP.NET Applications.


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