Technical Support Analyst

WellSky•Overland Park, KS

1d•Onsite

About The Position

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL. This opening is with our Personal Care Support team. If the details below sound like you, we invite you to apply today and join us in shaping the future of healthcare!

Requirements

Bachelor's Degree or equivalent work experience
At least 2-4 years relevant work experience
Must work in accordance with applicable security policies and procedures to safeguard company and client information
Must be able to sit and view a computer screen for extended periods of time

Nice To Haves

Experience supporting web-based software applications or healthcare software
Proficiency in writing SQL queries and working with Salesforce or Confluence
Prior customer service experience in a technical environment

Responsibilities

Review, troubleshoot, and document escalated application technical issues.
Assist engineering and quality assurance teams to identify, debug, test, and resolve client-facing application issues.
Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
Ensure required response time and resolution times are met.
Perform other job duties as assigned.