Senior Product Support Specialist Supply Analytics

 

Senior Product Support Specialist Supply Analytics

 

What you will be doing:

The primary purpose of this role is providing senior level second tier product support for Supply Analytics solutions, including Spend Dashboard, Pharmacy Spend, CognitiveRx, ABI, Supply Disruption Manager, High Value Implants and Supply Chain Advisor, and other technologies as defined with the group. This position is responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Sourcing & Contract Management and Materials Management applications as well as developing and communicating possible workarounds to the customer. This position will work closely with the Technical Support team to identify and communicate resolutions on issues which require Tier II escalation. This position will also be expected to transfer knowledge acquired through formal/informal training sessions with less-experienced staff.

Key Responsibilities

Customer Support activities – 70%

• Researching and resolving complex application inquiries/issues. Applies appropriate troubleshooting methods and techniques in resolving particular problems and documents all actions taken.

• Prepares detailed specifications from which action plans can be written for those items requiring escalation (such as software defects).

• Serve as team SME for at least two applications.

• Strong organizational skills, with the ability to focus detailed concentrated effort to multiple issues and re-establish priorities, as necessary.

• Solves varied business problems where the work may be somewhat difficult, requiring evaluation, ingenuity and responsibility.

• Assist customers with questions regarding application issues, workflow, new processes.

• Transfer knowledge and help mentor less experienced staff.

• Identify potential delays in resolution and set customer expectations accordingly.

• Timely update of all Client Support issues into Service Tracking System.

• Maintain High Customer Satisfaction.

• Provide clear and concise verbal and written communications with client users.

• Provide feedback to Support to develop efficient methods for handling commonly recurring issues.

Training and Testing – 30%

• Quality assurance and testing new functionality

• Identify, assign, duplicate and actively participate in application testing of new releases and hot fixes for the Cost Management product line

• Assist in new product release testing

• Assist in applying upgrades and hot fixes

​Required Qualifications

Work Experience:

Years of Applicable Experience - 4 or more years

Education:

High School Diploma or GED (Required)

 

Preferred Qualifications

Skills:

• Exceptional customer service; communication and presentation skills; interpersonal skills

• Advanced analytical and computer skills; cordial, positive, upbeat, enthusiastic, optimistic attitude; willingness to help

• Confidence interacting with customers in contentious situations; ability to work under tight deadlines while maintaining high quality and superior customer services; ability to multitask

• Ability to manage multiple tasks; superior conflict management skills; patient, calm and professional with members; shows strong initiative to get issues resolved quickly and completely

• Internet Browser Technology (advanced)

• Microsoft Office Suite (intermediate)

• Basic understanding of computer networks

Experience:

• 4 years of practical Contracting and/or Materials Management experience in a Hospital Environment

• Knowledge of Salesforce

Education:

• Bachelors

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time 

• Be adaptive and change priorities quickly; meet deadlines 

• Attention to detail 

• Operate computer programs and software