Sr. Analyst, Support

ELLKAY, LLC• US,

6h•$70,000 - $90,000•Hybrid

About The Position

This is a full-time, computer-professional exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.

Requirements

Excellent oral and written communication skills
Solid knowledge of networking and different connectivity solutions (e.g., VPN, SFTP, TCP-IP, etc.)
Demonstrated organization and planning abilities
Strong critical thinking and problem-solving skills
Ability to exercise effective decision-making in a fast-paced environment
Ability to communicate professionally with people at all levels of the organization
Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.)
Experience working with different data formats (e.g., HL7, XML, CSV, etc.)
Knowledge of healthcare data & workflow
Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
Background in Computer Science, Information Technology, or Business
Minimum of 4 years of related experience

Nice To Haves

Bachelor’s degree from an accredited college or university (preferred)

Responsibilities

Respond to customer queries in a timely and accurate way via email and possibly phone.
Serve as the primary point of contact for all support communication, both oral and written.
Be available to engage with clients on the support phone queue and communicate with team members on status changes.
Create and maintain accurate documentation for each support issue.
Available to actively monitor work queue for proper severity process.
Communicate efficiently between management and other team members to create an amicable environment.
Act as an advocate for the client by providing constant communication and proper escalation on client issues.
Install and configure proprietary software solutions remotely
Serve as a first level of technical support for clients to troubleshoot issues and can escalate when needed.
Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently
Recommend improvements in both processes and tools used by the support team
Attend training for enhanced technical or leadership knowledge.
Participate in QA and Metrics discussions and mentor support analysts as needed.
Lead or attend 1:1’s for fellow team members to enhance mentorship and leadership development as needed.
Upon completion of training, analyst must be willing to cover after-hours on-call support in rotation