Medecision

Senior Technical Support Analyst

Job Location US-Remote | US-PA-Wayne | US-TX-Dallas
Job ID
2018-1554

Overview

Medecision is transforming healthcare one cool app at a time!

 

Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a medium sized, growing company excite you? Are you interested in being part of a team that strives to achieve high business impact, execution excellence and has a lot of fun while we are doing it? Are you ready? We are! Join us in our journey towards liberating today’s fragmented healthcare systems to Connect Care Everywhere.

 

Medecision is looking for a Senior Technical Support Analyst, a passionate power contributor who blends solid critical thinking, customer focus, business acumen, and attention to detail with proven experience solving deep technical problems. As a Senior Technical Support Analyst, you will play a critical role in support of the most advanced population health solution in the market. In this position, you will be instrumental in providing guidance, technical support, and professional services to Medecision's clients. You will be answering questions and resolving issues customers have about Medecision’s installed, hosted, and SaaS products. You will play a decisive role in defining and recommending enhancements to improve our customer's experience. Ultimately, you will help ensure that Medecision's clients can provide needed services to drive healthy outcomes for people. You will be part of something bigger, something driving meaningful impact for people every day.

 

Reports to: Senior Manager of Technical Support

Location(s): Philadelphia, PA; Dallas, TX; Remote - USA

Responsibilities

YOU’RE GOOD AT:

  • Providing a wide range of technical support and guidance for software installation, upgrade and configuration for installed, hosted, and SaaS products for client's environments
  • Troubleshooting and investigating technical issues, using your experience, documentation, and critical thinking skills to identify the cause and apply or recommend resolutions
  • Performing advanced analysis of the customer's technical and operations environment to identify technical issues
  • Communicating with customers of varying degrees of technical and clinical expertise with the ability to address questions and explain complex resolutions in order to maintain a high level of customer satisfaction
  • Developing user facing documentation, FAQ's, and knowledge base articles, and other self-service offerings to drive down support demand
  • Cultivates and maintains ongoing customer relationships.
  • Partnering with internal stakeholders within Sales, Engineering and Product to ensure customer requirements and product capabilities are met, while providing input and innovation for future releases and new development

Qualifications

YOU HAVE:

  • Bachelor's degree in MIS, HIM, Computer Science, Information Technology, IST or relevant experience
  • 5+ years of experience in a Technical Support position
  • Demonstrated experience working in a technical customer service position to ensure customer success, preferably in a Healthcare IT industry
  • Experience or exposure to SDLC for Java applications
  • Experience or exposure to IT, Networking, and Security principals
  • Experience working with ticketing systems such as Jira Service Desk, Desk.com, Zen Desk or other systems
  • Experience with SQL in both Microsoft SQL server and Oracle environments
  • Experience with XML and similar Application configuration tools
  • Experience with diagnosing/troubleshooting web and networked based applications on Microsoft platforms
  • Experience working with Tomcat
  • Works well autonomously and in a team environment
  • Detail oriented approach to documentation and troubleshooting
  • A natural curiosity that fuels a desire to learn everyday
  • The ability to apply critical thinking to resolve issues, address questions, and recommend alternative approaches
  • A desire to improve the system usability and improve customer experience
  • Ability to work a modified schedule performing after-hours and on-call work as necessary
  • The ability to successfully complete tasks with minimal supervision

 

KEY PERSONAL ATTRIBUTES and BEHAVIORS

  • Vision and strategy: Define the vision and strategy for client success with success measures and metrics ensuring the support organization enhances the customer experience while meeting Medecision’s business goals
  • Client commitments: Follow through on all client commitments for project status, incidents, requests and overall performance reporting providing
  • Our mission is to Serve the Business, Enable the Business and Transform the Business.

 

 

OUR CULTURE DRIVES US

It’s not all about what we do. It’s as much about how we do it. Medecision team members show up. We consistently exemplify our 6 core values of success:

  • Execution. Service – We deliver “standing ovation” service. Speed – We are Agile. Ownership— We all take ownership and responsibility for how we deliver our promises, how we spend money, who we hire, what we build and how we help one another grow.
  • Passion. We show an infectious emotional commitment to our work because what we do is important to our customers, one another and ourselves.
  • Partnership. We are all in this together, without boundaries. Our internal/external network contains the solutions we need: we’ll continuously seek them out, use them and improve them.
  • Leadership. We are Medecision’s brand. We are experts in care management, care coordination and healthcare information and technology. We lead our clients to excellent results by providing our expertise on best practices, industry trends, solutions development and innovations. We are moving in sync with an evolving industry. There is no problem we cannot solve.
  • Innovation. We are in a constant state of discovery, inventiveness, thinking outside the box, and leading others internally and externally to do the same.
  • Candor. Medecision communicates in a sincere, direct and famil­iar way. We address conflict directly and escalate issues internally and externally to address conflict with speed and partnership.

Join us in our quest to liberate healthcare!

 

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. Medecision is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.

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