Interface Specialist

The Amazing Charts Interface Specialist is a client-facing role within our technical support help desk, responsible to act as the main contact point for Amazing Charts clients, fellow help desk team members, internal engineering/product/Hosting Operations teams, and interface partner representatives on technical issues impacting live production use and/or implementation of all software that is designed to interface or communicate with Amazing Charts EHR.

The Interface Specialist will also act as internal trainer for basic interface troubleshooting and product workflow coaching that can be managed by Tier 1 Technical Support team members. This includes, but is not limited to, the design of Knowledgebase Articles and Documentation, for both team and customer use, and live web-based webinar style person-to-person training.

Responsibilities:

• Triage and resolve cases dealing with interoperability and partner interface issues in a professional, expedient, and complete fashion through direct client contact.
• Work with technical support team to diagnose and resolve production issues for large-scale interface outages or degraded performance.
• Ensure documentation of all external/internal communication is logged in the CRM to be sure a running history of work and communication is up to date on all cases as frequently as possible.
• Attend meetings with Engineering, HOPs, QA, etc.as needed.
• Assist with identification, replication, and Jira logging of Amazing Charts defects, relating to interoperability, found live in the field on current versions.
• Follow up on progress of interoperability-related Jira task and defect entries to be sure clients are kept up to date and development has all information needed to begin work on resolution for client escalations and correction or product defects in a future version release.
• Work with partners/external vendors on client escalations as needed.
• Assist with lower tier technical queues as available.
• Identify knowledge gaps in knowledge resources and draft documentation for Dynamics Knowledgebase.
• Assist Sales Implementation Specialists with unknown issues during setup of newly purchased interface products.
• Work closely with internal interface development team to manage open issues and keep clients' expectations maintained.
• Travel quarterly
• Other duties as assigned

Required Qualifications:

• 5+ Years in a client focused technical support environment.
• 2+ Years working experience with report writing and data integration tools as well as enterprise report writing and metric tracking preferred
• 2+ Years of CRM administration experience, including experience working with workflows, SLA's, and entity builds preferred
• Associates degree (AA) or equivalent from two-year college or technical school OR six months to one year related experience and/or training OR equivalent combination of education and experience.
• Proficiency of Microsoft standard packages: Word, Excel, Outlook and Windows operating system at user level
• Comprehensive knowledge of Windows Server and Workstation, SQL Server and Citrix
• Understanding of network architecture and basic elements
• Knowledge of remote connection methods, including SecureLink, VPN, RAS, PC Anywhere, Remote Desktop, VNC, etc.