Software/Integrations Technical Support Specialist
Job Description
What We Do:
Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams.
At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.
We are happy to share that we have recently earned spots on the following lists:
- Built In Atlanta Best Midsize Remote Companies to Work For 2023
- Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the “New Ideas Award”
- Inc Best Places to Work 2022
- Best & Brightest 2022 Atlanta
- Best & Brightest 2022 USA
What You’ll Bring To The Team:
As a vital member of our Professional Services department, you will play a crucial role in connecting external platforms with Florence-owned systems for both new and existing clients. The position of Technical Support Specialist serves as our primary point of contact for assessing and resolving customer issues related to integration. In addition, you will collaborate with Technical Project Managers to ensure that service level agreements (SLAs) are consistently met.
You Will:
- Identify, investigate, and resolve user problems with integrations, while escalating issues to the Product Owner that require coding changes.
- Participate in customer calls to determine the steps and procedures taken to identify the root causes of issues.
- Effectively convey complex technical issues to audiences with varying levels of technical expertise
- Guide users through diagnostic and troubleshooting processes to proactively address problems before they reach the development team.
- Collaborate closely with developers to articulate errors and/or recommend modifications in processes or code to resolve issues.
- Recognize patterns in issues and document solutions to enable Technical Project Managers to handle similar situations in the future.
- Prepare reference material for users by drafting operational instructions.
- Assist developers in preparing technical specifications for new builds.
- Work closely with developers to understand new workflow requirements and potential edge cases in advance of customer implementations.
- Create scripts for basic reporting and data correction based on customer demands and requests.
An Ideal Candidate Has:
- Bachelor's degree or equivalent (required)
- 2+ years experience in designing, building, and implementing business solutions, preferably in Healthcare IT
- Strong problem-solving and troubleshooting skills
- Effective communication of technical information to both technical and non-technical audiences
- A proactive mindset for process improvement
- Proficiency in software maintenance and testing
- Familiarity with Typescript and JavaScript
- Basic Understanding of SQL / NOSQL database administration and scripting
- Customer-service-oriented approach
What’s in it for you?
- Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
- Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
- Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.
Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.
Date Posted
11/08/2023
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