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The Technical Support Analyst is responsible for providing Tier II technical expertise to internal and external customers as a part of the customer support group. This person will be a technical lead for Passport's web browser and integrated products. Candidate must excel at customer relations and interpersonal skills as well as demonstrate a strong desire to troubleshoot and resolve issues.
Responsibilities:
- Work directly with Customers to resolve complex technical issues
- Work with Tier I support personnel to troubleshoot and resolve technical issues
- Contribute to knowledgebase of documented technical solutions
- Use a variety of tools and techniques to diagnose product issues
- Collect, summarize, and clearly articulate information on software-related issues to Development
- Provide backup technical support for first level support representatives
Requirements
- Strong and proven Customer Service skills
- Bachelor’s Degree, preferred (not required)
- Ability to recognize and articulate complex problems
- Experience troubleshooting product issues
- Experience directly supporting end-users
- Ability to effectively and efficiently address multiple concurrent issues Superior interpersonal communication skills, flexibility and responsiveness
- Broad communications/networking familiarity
- Knowledge of ANSI X12 270/271 specifications
- Knowledge of ADT HL7 transaction formats
- Health care background helpful, but not required
- Experience supporting multiple HIS software products
Successful candidates will possess the following attributes:
- Excellent customer service skills
- Enjoys solving technical issues
- Ability to transition between multiple roles
- Communicates easily with both technical and non-technical people
- Proactive
- Ability to work with little supervision
- A fast and willing learner
- Ability to work well in a team environment
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Department Profile: Customer & Technical Support
Profiles in Leadership: Ben Scott
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