Senior Support Specialist

Essential Functions
Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. Responds to routine incoming service requests and problems in a customer service-oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users. May assist in more complex issues and escalates as appropriate.
2. Facilitates calls with partners and client, troubleshoots complex SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.
3. Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties, especially as it relates to integrated software partners and configuration of said solutions.
4. Provides application orientation to internal and external customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, applications and SaaS. Participates in documentation of standard operating procedures (SOP) and best-practices for proprietary software offering.
5. Extracts data from SQL server to provide ad hoc reporting as requested by all business units for support in making business decisions.
6. When requested, supports the accuracy of data by running reports and providing an analysis of the data to fix discrepancies for proficient billing.
7. Assist in the EMR support function to include data analysis to ensure accuracy of input and output of patient information.
8. Collaborates with internal departments to identify opportunities where technology may increase the effectiveness and efficiency of business operations.

Marginal or Additional Functions

1. Conducts research on web products in support of development efforts. Evaluates and recommends products for purchase.
2. May work on special projects as assigned by IT leadership.
3. Protects company’s intellectual property and the privacy of customers’ data.
4. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Direct supervisory/managerial responsibility is not applicable, but the position does lead, counsel and mentor others

Knowledge, Skills & Abilities

Education, Licensure or Certification:
• A high school diploma or equivalent is required
• Associate’s or bachelor’s degree in computer science is preferred
• Technical certifications are strongly preferred

Work Experience or Related Experience:
• The ability to provide desktop and basic LAN support and assistance as described as normally obtained through 1-2 years’ experience providing support in the following areas: desktop, server, network, Microsoft applications and systems, telephony.
• Previous experience troubleshooting and monitoring SaaS applications.
• 1-2 years’ experience working in a service desk environment.
• Medical or pertinent health care services industry experience preferred.

Specialized Knowledge, Skills & Abilities:
• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present compelling solutions, portray professionalism and instill confidence.
• Incumbents must have a good attention for detail and a strong proficiency with business and communications software.
• Organizational and time management skills are required as is the ability to perform work with little direction.
• The ability to interact effectively with team members, marketing or product development staff and others is required. A strong customer service orientation is essential.
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks
• Knowledge of data relations and the ability to read data and data related tables.
• The ability to work on multiple projects simultaneously is required.

Equipment
• MS Office Programs, Ticket Management systems, Network monitoring, and Digital phone systems/software, SSMS 2013 or higher
• Web Applications, Mobile Applications, Desktop/Mobile phones and CRM’s

Travel Requirements and Conditions

• Travel is typically not required for this position but may be requested to service offsite locations and attend technical conferences or team meetings.

Work Environment, Conditions and Demands

• Work is generally performed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

Physical Requirements and Demands

• Incumbent must have the ability to stand, sit, stoop, bend and reach. Must be able to use a telephone or headset equipment. On an infrequent basis, incumbents must be able to lift and move material weighing up to 40 lbs. to move computers or system equipment, and function in an environment with constant interruptions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.

Additional Position Information

• No additional information is applicable