Customer Service Engineer II with Fast growing, pre-IPO software co.

Customer Service Engineer II - Provider Solutions

Company Summary
Kryptiq is the leading provider of workflow connectivity solutions for healthcare. Kryptiq streamlines healthcare communications among patients, providers and payers with automation, contract management, and secure messaging technologies. By integrating these solutions with existing systems and applications, Kryptiq enables the trusted transport of health information where and when it is needed. Kryptiq?s fast growing customer base includes well-known providers and payers, such as Blue Cross and Blue Shield of Minnesota, Providence Health System, Capital Region Healthcare, Austin Diagnostic Clinic, and Michigan State University. Kryptiq offers competitive salaries, benefits-and an opportunity to improve the delivery of Healthcare Information in the United States.

Salary: Comensurate salary based on experience, plus pre-IPO stock options package and excellent healthcare benefits.

Position Summary
We are seeking an experienced customer support engineer to install, configure and support our medical software applications at customer sites.

The qualified candidate will be able to perform the following functions:

?Investigate and resolve incoming questions (phone and e-mail) and issues in a timely and effective manner.
?Document all contact activity, including troubleshooting steps and problem resolution, in the CRM (call management system).
?Create knowledge articles for all issues not already documented to reduce troubleshooting and research time of future calls.
?Provide excellent customer service to customer for a positive technical support experience.
?Willing to be flexible and work flexible hours when necessary to achieve team or individual goals.
?As required test new releases and provide feedback to Quality Assurance.
?Verify, test and report for product deficiencies or bugs to Senior Engineer or use defined enhancement / bug reporting process.
?Must work effectively as part of a team.

Job Requirements
The ideal candidate will have a passion for working with customers to resolve complex issues and have strong skills in the following areas: Windows 2000/2003 server operating systems, TCP/IP networks, databases, email protocols, web applications, and Internet security practices. Candidates should also have excellent communication, troubleshooting and multi-tasking skills. Healthcare experience is a plus. Up to 10% travel may be required.

Required Education/Experience:
?Two to four years technical support, or equivalent experience in a software environment. BS in Computer Science or related field, or equivalent experience, Current MCSE Certification a plus.