Senior Technical Support Analyst - 2nd Shift

 

Senior Technical Support Analyst - 2nd Shift

 

*This position is 2nd shift

What you will be doing:

The primary purpose of this role is providing second tier technical support for the Premier suite of web-based products. This position is responsible for solving highly complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction. Customer issues typically involve technical issues regarding the reports generated by the premier web-based products. This position is expected to perform detailed research through in- depth knowledge of the end-user product combined when appropriate with the creation and/or execution of SQL queries to confirm source data. This position will work closely with the premier software development team and/or Tier 2 team of specialist to determine and communicate resolution on issues which require Tier III escalation. This position will also be expected to share knowledge acquired through formal/informal training sessions with less-experienced staff. Also, this position will be responsible for assisting in process improvement initiatives and special projects as assigned.

Key Responsibilities

Responsibility #1– 50%

Second Tier Client Support
       •     Receive complex and/or high priority customer issues which were unable to be resolved by First Tier Support Analysts.
       •     Accurately update activities into customer relationship management system (Servicenow.com)
       •     Direct communication with customers to apprise user of issue status and/or gather more user feedback
       •     Guide Associate Specialist and assist the Tier 2 Specialist with researching issues as well as help coordinate research efforts with Premier IT  and/or product operations under the direction of the Tier 2 specialist
       •     With guidance from the Development or Tier 2 specialist work toward incorporating acquired end-user product knowledge with the creation/execution and learn to create SQL queries to confirm/isolate nature of technical/product issues
       •     With guidance from Tier 2 Specialists or development, communicate system issues to internal staff

Responsibility #2 – 20%

First Tier Client Support
       •     Receive incoming customer inquiries from hospital-based and internal product users via the telephone or email.
       •     Accurately log and update all inquiries into the customer relationship management system (ServiceNow.com)
       •     Work directly with customers to research/resolve application and technical inquiries
       •     Escalate unresolved issues appropriately

Responsibility #3 – 20%

Mentoring/Training
       •     Mentor new staff on product troubleshooting and support procedures
       •     Provide both formal and informal training to less experienced staff to facilitate knowledge transfer on subjects including new product functionality; technical troubleshooting; customer service skills; etc.
       •     Create/update support process documentation

Responsibility #4 – 10%

Development Project Resource
       •     Participate in development project teams which may include support lead for beta clients, assistance in quality assurance testing, developing support processes to account for product changes, etc.

​Required Qualifications

Work Experience:

Years of Applicable Experience - 4 or more years

Education:

High School Diploma or GED (Required)

 

Preferred Qualifications

Experience:

       •     5 Years Applicable Experience

Education:

Bachelor’s Degree in related IT field

 

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 

• Ability to communicate effectively with audiences in person and in electronic formats.