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Production Support Associate
3 months ago
Overview:
Position Summary:
Your Impact:
- Serve as a first point of contact with HealthEdge clients to triage and assist the customers on reported issues
- Learn and maintain proficiency in using the Guiding Care platform and understanding HealthEdge and its partner product and services
- Perform Production Support triage to diagnose issues, create solutions or route tickets appropriately
- Respond to tickets within the contractual service level agreement (SLA) times
- Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed
- Build rapport and elicit detailed information from clients regarding the expectations of, and issues pertaining to, HealthEdge's products and services
- Gather and document requirements, use problem solving skills and investigative nature to expeditiously address questions and resolve issues
- Meet or exceed customer expectations by anticipating and resolving their issues
- Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
- Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills uptodate and turn mistakes into learning opportunities
- Provide systems and clinical content training and support to clinical and nonclinical client support staff using the software in client sites
- Work in coordination with Account Management team and Delivery Manager to support clients, including managing minor projects
- Work with Project Managers, Business Analysts, SMEs, Developers and Delivery Managers to obtain a clear understanding of requirements, develop thorough test plans as needed, and to ensure status and schedules are communicated
- Verifies and identifies issues as either legitimate technical product flaws or simple user training deficiencies
- Interacts extensively with existing customers troubleshooting technical issues
- Engage crossfunctional resources both internally and with customers to solve problems
- Perform all responsibilities in compliance with all HealthEdge policies, including without limitation those related to information privacy and security
- Attend and participate in team meetings and inservice activities, as necessary
- Provide high quality of work and identify opportunities for continual improvement
- Communicate effectively with customers both verbally and in writing
- Works closely with the customer through Service Desk or 1800 numbers which are the mode for client interaction for logging in the service requests
- Reproduces / triages the customer reported issues / services with their product expertise and collected data from the client filled questionnaire
- Provide FAQ customer support (Helper Text or FAQ or Release Notes)
- Triage Data load (interface), Config Sync, Third Party Integrations, APIs, SSO, Letters and Tableau reports related tickets
- Support and work closely with cross functional teams during patch upgrades and major upgrades for a smooth release experience for the customer which mostly happens over the weekends
- Occasionally on call support during weekends and late working hours
- Other duties as assigned
What You Bring:
- Bachelor's degree: preferably in Computer Science, Information Systems, Information Technology, or health carerelated field from an accredited university required
- Master's degree preferred
- 23 years of related experience
- An understanding of HIPAA and other federal and state laws and regulations relating to data privacy and security
- Have at least two (2) years of experience providing software support to end users
- Demonstrated ability to handle tier I and tier II client scenarios
- An understanding of technology and how it may facilitate improved patient outcomes and lower costs
- Exceptional customer service orientation
- Technical documentation creation/updating
- Experience documenting and tracking user tickets with software such as Jira or similar
- Ability to prioritize and execute tasks in a highpressure environment
- Ability to work independently and collaboratively with multidisciplinary teams
- Excellent written and verbal communication skills
- Excellent computer skills and proficiency with Microsoft Office (Excel, Word, PowerPoint, and Visio)
- Ability to be highly organized
- Ability to work on multiple initiatives at once and be able to adapt to shifting priorities
- Selfstarting, energetic, resultsoriented team player with entrepreneurial spirit to support our growing business
- Fostering communication
- Analytical thinking
- Problem solving
- Client Focus
- HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers._
