Technical Support Analyst

WellSky-posted 28 days ago

Full-time • Entry Level

Onsite • Overland Park, KS

1,001-5,000 employees

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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 Home Care Solutions Support team. If the details below sound like you, we invite you to apply today and join us in shaping the future of healthcare!

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.

Bachelor's Degree or equivalent work experience
At least 2-4 years relevant work experience
SQL proficiency: Ability to identify database tables, write and execute queries, back up statements, and troubleshoot issues. Must be comfortable reading, modifying, and interpreting SQL code.
API familiarity: Basic understanding of APIs, with the ability to work with existing integrations as they become increasingly central to the role.
Must be able to work as part of an on-call rotation for after-hours support
Willing to work additional or irregular hours as needed
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

Experience working with AI tools or a demonstrated willingness to learn and adapt to new AI technologies
Familiarity with Salesforce (case management), Jira (defect tracking), and Confluence (documentation)
Exposure to or knowledge of the pharmaceutical industry

Excellent medical, dental, and vision benefits
Mental health benefits through TelaDoc
Prescription drug coverage
Generous paid time off, plus 13 paid holidays
Paid parental leave
100% vested 401(K) retirement plans
Educational assistance up to $2500 per year

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