Technical Support Analyst

WellSky•Overland Park, KS

3d•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 Blood Management 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
2+ years of experience troubleshooting software applications, databases, interfaces, or system integrations using SQL and other technical analysis tools
Knowledge of database systems, networking fundamentals, and system integrations, with the ability to investigate and resolve complex technical issues

Nice To Haves

Experience providing technical support for web-based or SaaS software applications
Experience supporting system interfaces, integrations, or data exchange processes between software applications
Experience using SQL for application support, troubleshooting, and database analysis
Experience providing technical support for healthcare, clinical, laboratory, or EMR/EHR software applications.

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.