Medecision

  • Technical Support Analyst

    Job Location US-TX-Dallas
    Job ID
    2019-1742
  • Overview

    We’re looking for our next Liberator – a Technical Support Analyst – to join our quest to provide market-transforming solutions for businesses, care teams and consumers to interactively manage health and care.

     

    At Medecision, each Liberator contributes uniquely to our mission-critical Must-Win Battles, and the role of our Technical Support Analyst is no different. The Technical Support Analyst plays a key role ensuring the customer experience is our #1 job by providing world class second level support for our customer community. The customer care and advanced technical support you provide will contribute to our clients’ success in providing better health outcomes for people every day.

     

    Are you ready? We are! Join us in our journey toward liberating American healthcare one cool innovation at a time!

     

    Reports to: Director of Customer Success

    Location: Dallas, TX - Downtown Dallas (new location)

     

    WHAT WE’RE LOOKING FOR:

    • A natural problem-solver. You have a genuine curiosity about making things work by leveraging your deep desire to learn along with critical thinking and problem-solving skills.
    • A tech-savvy contributor. You have a knack for software systems and love the power of technology at your fingertips.
    • A customer advocate. You are empathic to the voice of the customer and can relate to their urgency and degree business impact, while identifying opportunities to improve their experiences.
    • A conflict handler. You bring calm to chaos by being comfortable in tense, problematic situations with the ability to help others through a resolution.
    • A go-getter. You are on a mission to get the job done, see a task through to completion, and bring your best every day.
    • A stickler for detail. You have an eye for identifying root-cause issues and follow through with strong documentation.
    • An agile mindset. You are confident in change, with the ability to adapt and work in varying states of ambiguity, while addressing customer issues on your feet.
    • A true partner and team player. You sincerely care for the people you serve (internally and externally) and go out of your way to give them what they need to serve the business.

    Responsibilities

    WHAT YOU’LL DO:

    • Investigate technical issues, using your experience, documentation, and critical thinking skills to identify the cause and apply or recommend resolutions. Escalating to more experienced team members when appropriate
    • Lead technical troubleshooting within installed, hosted, and SaaS products
    • Explain technical issues to customer technical and business staff to help them understand the problem and potential resolutions
    • Collaborate with customers and Medecision teammates of varying technical expertise to implement a solution and ensure customer loyalty and satisfaction
    • Develop user facing documentation, FAQ's, and knowledge base articles, and other self-service offerings to drive down support demand and improve overall customer satisfaction

    WHAT YOU’LL BRING:

    • Bachelor's degree in Management Information Systems, Health Information Management, Business, Computer Science, related degree or equivalent years of experience.
    • Minimum of 3 years of experience in Technical Support or Application Support, preferably in a SaaS/Cloud technology environment.
    • Technical Requirements:
      • Demonstrated experience reviewing and modifying relational databases (RDBMS/RDMS) such as Oracle, SQL Server, or noSQL databases.
      • Demonstrated experience with SOAP and REST web services, and web application support.
      • Demonstrated experience with CRM or ticketing systems such as Jira, Salesforce, ServiceNow, etc.
      • Demonstrated experience or aptitude to read, modify and potentially write code.
      • Understanding of network and information security principles.
      • Understanding of Agile methodology and Software Development Lifecycle (SDLC).
    • Demonstrated experience recommending improvements to system usability, customer experience, and teamwork processes
    • Proven critical-thinking and problem-solving skills to resolve customer issues efficiently and empathetically.
    • Strong detail-oriented approach to troubleshooting and documentation.
    • Ability to leverage existing documentation, along with your skills & experience to troubleshoot technical issues and escalate appropriately.
    • Exposure to the healthcare IT, population health management, and EMR industries are strongly preferred, with the ability to learn about highly regulated data formats, such as HIPAA, EDI, x12, etc.
    • Excellent verbal and written communication skills in English is required; second language fluency in Spanish is highly desirable.

    Qualifications

    WHAT YOU CAN EXPECT:

    • Medecision is a fast-paced, highly matrixed organization that requires cross-functional collaboration for success. Beyond new revenue growth, customer & employee experience are critical focus areas and significant learning opportunities are available to employees who wish to develop further in their career.
    • A transforming customer success team as we centralize this function in our Dallas headquarters.
    • A collaborative Liberator culture that is resilient to change as our market strategy pivots quickly to address a highly evolving industry.
    • A 24/7 customer support environment, in which you will actively participate in our on-call rotation to provide after-hours support on evenings, weekends, and holidays.
    • Our culture is built around providing a better customer and care experience. Learn more about our culture and values here. If you like what you see, by all means, let’s get going!

    H-1B sponsorship not available for this position.

     

    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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