Tier 3 Technical Support


Indianapolis, IN, US

Octiv is looking for a Tier 3 Technical Support - Program Architect, to join our Client Health - Program Management team. You are responsible for acting as a client experience advocate, helping to identify client’s strategic direction and align appropriate solutions, providing ongoing technical support, performing QA/testing on solution impacting deployments, and helping to drive adoption of the Octiv solution for a portfolio of enterprise-level clients. This role will be based in our Indianapolis, IN office. 

More specifically, you will:

  • Advocate for, track, and assist in prioritization of workflow bugs and enhancements
  • Enable Platform Administrators and key users on workflows
  • Identify/mitigate risks of new functionality or workflows
  • Monitor program efficiency and overall effectiveness, making optimization recommendations
  • Oversee/handle cases submitted by the Platform Administrator
  • Participate in regular status calls and quarterly business reviews
  • Partner in efforts to increase adoption across the user base
  • Provide weekly formal "Status of Program" updates
  • Manage the relationship and overall engagement with day-to-day client contacts
  • Work with product management in prioritizing feature/product priorities on behalf of client
  • Work with professional services on iterative implementations, requirements gathering and testing
  • Work with support to ensure cases are submitted, tracked and resolved in a timely fashion
  • Assist in analytics/reporting regarding the utilization and effectiveness of the Octiv solution
  • Manage the execution of on-going project based activities post-implementation

About you

A list of job experience and qualification requirements is great, but what is most important to us is attitude, aptitude and a team-oriented approach. Everyone at Octiv shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our Client Health team is no different, and we only hire people who have a passion for providing legendary client service, in a team environment, where a sense of humor is a must!  But to be successful in this role, we are also looking for someone with:

  • 3-5 years’ experience in a client service/support capacity, ideally interfacing with enterprise customers in the SaaS space
  • Proven success in managing customer relationships with enterprise customers aimed at resolving customer issues and handling all aspects of customer engagement
  • Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment
  • Ability to communicate strategic, technical, training and support issues with client and Octiv personnel
  • Analytical thinker with technical acumen and passion for executing plans into working solutions
  • Proven ability to successfully manage and grow an enterprise-level client portfolio
  • Obsessive attention to detail and “get it done” attitude
  • Additional skills necessary for success: business acumen, HTML5, Salesforce (certification preferred), API, logic & problem solving, and time management

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