Job Details
Job Location
Cantex Continuing Care Network LLC - Carrollton, TX
Description
Job Summary:
We are looking for an Application Specialist(the "Position") to provide enterprise-level assistance to our customers. The Application Specialist will diagnose and troubleshoot our suite of health care applications: Homecare Home Base, Netsmart myUnity. This individual will use email and chat applications to give clients quick answers to IT issues in the use of these applications. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you are naturally an application helper, enjoy assisting people with computer issues, and can explain technical details, simply, we'd like to meet you!
Qualifications
Responsibilities and Duties

• Research and identify solutions by working with the application support vendors to solve customer issues.
• Create knowledge base articles based on technical issues you were able to solve
• Ask customers targeted questions to quickly understand the root of the problem
• Properly escalate unresolved issues to the appropriate internal teams (i.e., software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prioritize and manage several open issues at one time
• Document technical knowledge in the form of notes and manuals
• Track application issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until the application issue is resolved
• Prepare accurate and timely reports
• Maintain jovial relationships with clients

Qualifications and Skills:

• Bachelor's degree in the field of computer science, programing, or related field
• Proven work experience as an Application Specialist or similar role
• Hands-on experience with Homecare Home Base, Netsmart myUnity,
• Good understanding of cloud hosted Health Care application products
• Ability to diagnose and troubleshoot basic application issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem solving and communication skills
• Ability to provide step-by-step application technical help, both written and verbal