Job Description:
- Interact with customers to help troubleshoot and resolve highly complex product problems or issues.
- Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
- Track and document inbound support requests and ensure proper notation of customer problems or issues.
- Stay abreast of current technology in products, design changes, and new products offered.
- Flexible business hours are sometimes required due to global activities.
Must haves:
- Collaboration Skills - Must work well in a team setting, across global time zones. Must be willing to learn from and share information with others on the team.
- Excellent written, communication, and time-management skills. Works well with others.
- Troubleshooting Skills - Able to analyze complex issues independently; problem solving ability is a must.
- Basic understanding of SQL (reading/writing queries, troubleshooting data issues)
- Application and Windows Server support experience
Preferred:
- Support experience with healthcare solutions and/or integrations
- Electronic Health Records (EHR)
- Ambulatory, Emergency, Acute, Post-Acute, etc..
- Health Information Exchange (HIE)
- HL7/CCD/CDA interfaces/Integrations
- Good working knowledge of SQL (reading/writing queries, stored procedures, jobs, troubleshooting)
- Azure server and networking experience
Required Experience: 3 - 5 years of work experience in a support setting
Shift: US Eastern Time (ET)
