JOB TITLE: Support Services Engineer- Level 1
REPORTS TO: AVP, Customer Support Services
DEPARTMENT: Support Services Engineer Level 1
HOURS: 40 Hours
FLSA STATUS: Exempt
SALARY RANGE: $48,000 - $62,000
POSITION SUMMARY:
The Support Services Engineer Level 1 plays a crucial role in customer support by handling tasks such as user provisioning, resolving end-user password and account issues, addressing portal access problems, managing escalated tickets from Support Associates, and documenting/escalating unresolved issues. This position requires close collaboration with many other departments at Healthix, including Compliance, Security, Relationship Management and IT, providing many opportunities for professional growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Maintain a comprehensive understanding of Healthix's customer base at both the end-user and parent facility levels.
•Utilize system knowledge to ask targeted questions that swiftly identify the root cause of issues for customers.
•Properly escalate and document unresolved issues to the appropriate internal parties (Interface Support Specialist, , Development, or Engineering).
•Manage multiple open issues concurrently, prioritizing effectively.
•Develop and uphold a strong working knowledge of policy constraints relevant to health information exchange and report any relevant issues to the compliance department.
•Research and resolve MPI overlays and/or bad links for customers using third party MPI management software.
•Acquire and maintain a deep understanding of our technical platform and its functionalities.
•Familiarize with the online management training software, LITMOS, to resolve issues related to training link delivery and provisioning within the HealthShare Registry.
•Gain insight into workflows implemented at specific participant levels.
•Collaborate with Engineering and Development teams to escalate support issues as needed.
•Document support requests needing escalation using Service Desk Software.
•Other projects as needed by the overall organization.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
Required Qualifications: :
•Bachelor's degree or a combination of certifications and relevant work experience is required.
•Proficiency in Salesforce CRM, including reporting and dashboards, is necessary.
•Minimum of 2 years' experience with support ticketing systems like Zendesk and/or Jira is required.
•Familiarity and experience with third party MPI (master patient indexing) software.
•Proficient in use of Excel spreadsheet software.
•At least 2 years of IT support experience is mandatory
•Experience running data queries using SQL
•Ability to effectively communicate with both technical and non-technical end users and customers is essential.
•Strong written and verbal communication skills are required for interactions with Customer Support team as well as clinical and technical stakeholders
•Handle phone calls and respond to email-generated tickets from end users, vendors, and participant IT support teams.
•Independently resolve user access issues, including password problems, web browser configurations, or local IT support issues.
•Capture sufficient information from support requests to effectively obtain information needed for triage to appropriate team members at Healthix.
•Properly provision user accounts with specific role-based access and provide some data reporting on user-related matters.
•Exhibit a high degree of initiative, reliability, and multitasking ability to meet time-sensitive deliverables.
•Needs to work closely with compliance team to address incoming requests from individuals related to consent, access of data and audits.
Preferred Qualifications:
•Two to Four years of experience using Electronic Medical Record software
•Experience in Healthcare data systems
•Experience using InterSystems HealthShare, interoperability platform
•Compliance and/or information security experience
•Familiarity with online end user portals