Sr Application Support Specialist

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.

JOB SUMMARY:

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Job Overview: Sr Application Support Specialists provide essential support for US based users of our Healthcare Electronic Health Record (EHR) application. As a vital member of our Client Support team, Sr Application Support Specialists play a crucial role in ensuring the seamless operation of our EHR software, resolving user issues, and delivering exceptional customer service to healthcare and IT professionals.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide prompt and efficient support to end-users of Healthcare EHR applications via various communication channels, including phone, email, and web.
• Provide support to end users by troubleshooting, diagnosing, and resolving clinical and technical issues. 
• Provide support to Desktop and Web-based applications.
• Document and track user issues using a ticketing system, ensuring accurate and detailed information for efficient problem resolution.
• Collaborate with internal technical teams to escalate and resolve complex issues, ensuring timely and effective solutions.
• Communicate with users in a clear, professional, and empathetic manner, understanding the urgency and sensitivity of healthcare-related issues.
• Keep users informed about the status of their reported issues and provide regular updates until resolution.
• Maintain up to date understanding of the Healthcare EHR application, staying informed about updates, new features, and enhancements.
• Create and update knowledge base articles and documentation.
• Must be flexible to work various shifts and open to daytime, evenings, weekends, or holidays.
• Maintain an excellent customer satisfaction standard.
• Actively participate in Company provided training and education.
• Align conduct with the Company’s Code of Ethics and Business Conduct and support the Company’s Ethics and Compliance Program
• Ensure individual compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree in computer science or related field or equivalent experience
• Proven experience in a client support or help desk role; Healthcare IT experience is a plus.
• 1+ years of technical troubleshooting experience
• Proficiency in using help desk software and ticketing systems.
• Ensure proper documentation for each interaction and escalate when necessary.
• Excellent communication skills (verbal and written). Ability to convey technical information to non-technical users in a clear and understandable manner.
• Ability to manage high priority technical issues and their associated communications with patience and professionalism.
• Strong commitment to providing exceptional customer service and ensuring client satisfaction.
• 2+ years of Client support experience in a Microsoft environment that includes Windows 2012 and Windows 2016 
• Experience with Desktop Remote Control tools (i.e., RDS, RDP and Screen Sharing) 
• Experience with: Microsoft SQL Server 2014, 2017 environments. 
• Strong troubleshooting skills and in-depth knowledge of Microsoft technologies
• Experience with: XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, Azure technologies.

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.