Job Description

The Entry-Level Technical Support Analyst is responsible for providing advice and troubleshooting, determining, and implementing a plan for resolution for issues raised by external customers and internal resources. They work closely with many areas of the organization to include Client Services, Transformation, Engineering, and external customer resources in support of these objectives. Responsibilities include daily support process participation, customer advocacy and continuous support feedback to the Customer Success team.

ROLES & RESPONSIBILITIES:

Technical Services Functions

• Operates Care Logistics’ 24/7 technical support services in partnership with Manager, Customer Support
• Ensuring customer satisfaction post software implementation by independently providing support to customers who are experiencing problems or issues with a product or service. This may involve troubleshooting hardware or software problems, answering technical questions and providing guidance on product usage via email or phone
• Communicating with customers in a clear and concise manner. This may involve explaining technical concepts in non-technical language or translating complex technical information into easily understandable terms
• Serve as an advisor to post live customer technical resources or application administrators to isolate root causes of technical issues and guide customer on alternative solutions
• Represents company as first point of contact for technical issues for post live customers
• Exercise discretion and independent judgement to evaluate technical impact to customer operations, consider multiple possibilities for resolution and determine need to escalate issues resulting in the utilization of additional company resources based on severity
• Own coordinating triage, data collection, solution brainstorming, solution selection, solution execution and status communication during critical situations with multiple internal departments and customer resources
• Ensuring customer support problems are resolved promptly and effectively according to the support policies and procedures. This may involve working with other internal departments or external vendors to resolve more complex issues
• Documenting customer interactions, including the nature of the problem, steps taken to resolve the issue, and any follow-up that may be required
• Updating internal technical documentation to reflect changes in products, services, or processes. This may involve adding new information, modifying existing content, or removing outdated information.
• Maintaining technical knowledge by staying up to date with the latest company product developments and technical trends to provide effective technical support to customers
• Participating in after hours on-call, utilizing additional support staff and other Solutions Delivery resources as needed
• Reporting customer related activities, issues, escalations, and enhancements accordingly to management in adherence to support policies and procedures
• Providing assistance with customer data analysis and analytics requests

Conducts job duties in accordance with the Corporate Values and Culture

• Respects all individuals without regard to their position. Understands that there is no class system.
• Seeks first to understand before responding, doesn’t rush to judgment.
• Takes ownership of self and working team. Conducts self with intellectual honesty; is willing to admit mistakes and understands strengths and weaknesses. Believes and operates under the principle “If it’s to be, it’s up to me”
• Functions in a fail-safe environment that forgives and focuses on solutions. Will encourage and support other associates, creating an environment to be one’s best.
• Communicates problems directly, not engaging in rumors or gossip.
• Embraces a “Team-First” vs. “Me-First” attitude. Understands that the possibilities for success are limitless when one is impervious to who gets credit. Doesn’t take credit for other’s accomplishments and will give other’s credit with praise and recognition.
• Always tries to do what’s right with a firm sense of integrity and ethics, behaving in a manner consistent with principles of moral conduct.

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

• Bachelor’s degree or certifications in related technical field required
• Experience with Windows and Microsoft Office required
• 1 – 2 years of customer service experience preferred
• AWS Cloud experience desired
• Knowledge of Linux/Unix systems desired
• Knowledge of SQL desired

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to develop strong and productive working relationships with others
• Ability to form strong team bonds and enhance team performance
• Good organizational and quality management skills with ability to handle multiple, competing tasks and priorities
• Ability to cope with innovation and methodology changes in a fast-paced environment
• Good interpersonal skills with ability to effectively communicate with a diverse group of stakeholders (prospects, clients, hospital executives, nurses, implementation staff, etc.)
• Good oral and written communication skills
• Good customer management skills
• Good time management skills
• Good observational skills to collect data and validate information
• Good critical thinking skills to resolve incidents quickly and consistently
• Good analytical skills with the ability to critically evaluate information gathered from multiple sources, reconcile conflict using independent judgement, relay high-level information with details to appropriate resources
• Ability to contribute to and maintain technical documentation

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