Technical Support Analyst
The Judge Group Inc.

Job Info

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Location: REMOTE
Description: Our client is currently seeking a Technical Support Analyst. Please see the information I have below, and don't hesitate to reach out!

Job Description:
We're looking for our next Liberator - an Application Support Analyst II - to join our quest to provide market-transforming solutions for businesses, care teams and consumers to interactively manage health and care. The Application Support Analyst II plays a critical role ensuring the customer experience is exceptional by providing research, troubleshooting, and resolution for escalated application support tickets within the customer's environment. We are seeking those with strong SQL/database experience and the ability to read and understand queries and joins as well as the ability to read and make minor value changes in tables. This role is ideal for someone who likes to dig in to solve application problems that can occur at the data and code level and be able to effectively communication resolutions to the customer and/or provide escalation for larger code based issues.

WHAT YOU'LL DO:

• Investigate technical issues, using your experience, documentation, and critical thinking skills to identify the cause and apply or recommend resolutions. Escalating to more experienced team members when appropriate
• Lead technical troubleshooting within installed, hosted, and SaaS products
• Explain technical issues to customer technical and business staff to help them understand the problem and potential resolutions
• Collaborate with customers and teammates of varying technical expertise to implement a solution and ensure customer loyalty and satisfaction
• Develop user facing documentation, FAQ's, and knowledge base articles, and other self-service offerings to drive down support demand and improve overall customer satisfaction

WHAT YOU'LL BRING:

• Bachelor's degree in related area or equivalent years of experience.
• 5+ years of experience in Application Support, preferably in a SaaS/Cloud technology environment.
• Technical Requirements:
• Demonstrated experience reviewing and modifying relational databases (RDBMS/RDMS) such as Oracle, SQL Server, or noSQL databases.
• Demonstrated experience with SOAP and REST web services, and web application support.
• Demonstrated experience with CRM or ticketing systems such as Jira, Salesforce, ServiceNow, etc.
• Understanding of Agile methodology and Software Development Lifecycle (SDLC).
• Demonstrated experience recommending improvements to system usability, customer experience, and teamwork processes
• Proven critical-thinking and problem-solving skills to resolve customer issues efficiently and empathetically
• Exposure to the healthcare IT, population health management, and EMR industries are strongly preferred, with the ability to learn about highly regulated data formats, such as HIPAA, EDI, x12, etc.

Contact: c.jones@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

This job has expired.