Application Support Analyst

Thoroughcare-posted 8 months ago
Full-time • Entry Level
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ThoroughCare, Inc. is investing in scaling our application support team to support our continued foundational growth and looking for an Application Support Analyst (ASA), who possess a highly professional profile and customer service attitude. ASAs are expected to be active leaders, highly motivated self-starters. Our ideal candidate is one who can hit the ground running and quickly get up to speed with our solutions, our technology/code base, and the Care Management domain; one who respects the value of superior customer service; one who is diligent, able to troubleshoot complex issues, and innovates through strong situational analysis, problem resolution skills and the assertiveness to think outside the box.

  • Provide direct support to verified client representatives and/or end users for all functionalities provided through the ThoroughCare software platform.
  • Develop and maintain basic knowledge of Medicare, MACRA and associated Care Management and Wellness programs (including CCM, PCM, AWV, ACP, TCM, RPM, BHI).
  • Develop and maintain expert-level knowledge of the ThoroughCare platform.
  • Work with software development team to address escalated application questions and confirmed software defects.
  • Log and manage entries within the defined ticketing platform, utilizing proper spelling and grammar, and capturing appropriate content of the discussion/situation.
  • Escalate high severity issues (i.e. system outages and poor performance) to the appropriate technical staff members.
  • Provide timely client updates and follow-up to identified issues.
  • Develop and maintain application documentation, including but not limited to training manuals, user guides and release notes.
  • Train client end users on software functionality (as requested).
  • Provide feedback relative to product enhancements and new product development (as requested).
  • College degree or equivalent work experience required.
  • Motivated self-starter who maintains the ability to handle multiple tasks.
  • Ability to establish and maintain effective working relationships with a service-oriented attitude in a team environment.
  • Ability to troubleshoot basic website usability.
  • Excellent interpersonal, listening and communication skills and maintain a professional, positive and friendly customer service attitude at all times.
  • Excellent phone voice and proper use of grammar when directly communicating with customers.
  • Good understanding of relational database technologies (i.e. SQL), and the ability to understand database schemas that represent and support business processes.
  • Knowledge of Ruby on Rails.
  • Experience with Data Visualization platforms (e.g. Tableau, Qlik).
  • Experience with Care Management and/or Wellness platforms.
  • Understanding and experience with common software development life cycle methodologies, including waterfall and Agile models a plus.
  • Health insurance
  • Paid vacation
  • 401k
  • Career advancement opportunities
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