Senior Product Support Analyst

Zotec Partners•Carmel, IN

21h

About The Position

At Zotec Partners, our People make it happen. Transforming the healthcare industry isn’t easy. But when you build a team like the one we have, that goal can become a reality. Our accomplishments can’t happen without our extraordinary people – the men and women across the country who make up our diverse Zotec family and help make this company a best place to work. Over 25 years ago, we started Zotec with a clear vision, to partner with physicians to simplify the business of healthcare. Today we are more than 900 employees strong and we continue to use our incredible talent and energy to bring that vision to life. We are a team of Innovators, Collaborators and Doers. We’re seeking a Senior Product Support Analyst to join us. As a Senior Product Support Analyst, you will solve complex software issues, serve as a technical lead, use advanced SQL for data analysis/troubleshooting, build reports, optimize application performance, and bridge business needs with technical solutions to meet established goals. The Senior Product Support Analyst will also mentor junior staff, work with databases, and require strong communication and problem-solving skills for data-driven insights.

Requirements

High school diploma or equivalent required. Bachelor’s degree in management information systems, computer science, information technology or other technical area preferred.
Technical experience using SQL
Experience working in customer service role focused on software/technology
Ability to document, triage, escalate to internal teams, or resolve issues as they are discovered by our clients
Excellent verbal and written communication skills including the ability to create organized and comprehensive documentation
Assertive, resourceful self-starter with advanced analytical and troubleshooting skills
Adjust to changing priorities in fast-paced environment
Flexibility to work incoming support tickets as well as incoming phone calls
Ability to participate in a rotating on-call schedule for weekend and after-hours support

Nice To Haves

Experience with Python, Splunk, and AWS preferred

Responsibilities

Serve as a self-starter that can organize and manage priorities effectively in a fast-paced environment
Utilize excellent customer service and communication skills to manage expectations through clear communication with the business during the investigation and resolution process
Be the first line contact to answer business inquiries and leverage product knowledge in researching and troubleshooting
Provide clear and concise documentation around investigation and coordinate with our internal teams on client issues to reach a resolution
Train users in using Zotec applications to solve their inquiries
Preserve and grow your knowledge of our procedures, products, and services.
Understand back-end systems and how Zotec applications interact with third-parties (SQL databases, AWS web services, AD policies, etc.)
Mentor junior support analysts and serve as a go-to expert for complex issues
Develop advanced SQL queries and analyze large data sets to investigate and/or fulfill client requests
Become a trusted partner that collaborates with technical and operational teams across the company
Partner with business stakeholders to identify defects and enhancements and define technical requirements