Solution Support Analyst

Netsmart • Great River, NY

11d

About The Position

The Solution Support Analyst provides technical support to clients across a broad range of the company’s software solutions. The role addresses questions and problems involving system configurations and setup, product functionality, bugs, and enhancement requests through various support platforms. The analyst documents resolutions for use throughout the support team and transfers issues requiring more detailed analysis to experienced associates, engaging R&D, IT, and other cross-functional teams as appropriate.

Applicants must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position. Post-offer candidates must successfully complete a background check, including a drug screen.

Requirements

• Bachelor’s degree or equivalent relevant work experience.
• Applicants must be legally authorized to work in the United States; work visa sponsorship is not provided.
• Successful completion of a post-offer background check, including a drug screen, is required.

Nice To Haves

• At least 2 years of experience in a customer service environment.
• Customer service experience in a technical role.
• Healthcare solution support experience.
• Knowledge of SQL databases and queries.
• Healthcare clinical workflow experience.

Responsibilities

• Provide technical support to clients on questions about the company’s software solutions.
• Analyze, diagnose, and resolve client questions or problems through various support platforms, including issues related to system configurations and setup, product functionality, bugs, and enhancement requests.
• Document problems and solutions so the support team can use them to address client or product problems consistently.
• Document and transfer issues requiring more detailed analysis to experienced associates.
• Engage R&D, IT, and other cross-functional teams as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level