Technical Support Engineer, Patient Keeper

Commure + Athelas

98d

About The Position

Commure + Athelas is seeking a Technical Support Engineer to join our Technical Support Team. You will provide both technical and operational support for the PatientKeeper product line, focusing on customer satisfaction and efficient support operations. With a data-driven and customer-focused mindset, you'll be viewed as a key liaison with the functional teams and clients. This full-time remote position will work with PatientKeeper’s clients to troubleshoot and resolve technical and usage issues on both the frontend and backend of the application. A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position. You will play a vital role in ensuring the quality and reliability of PatientKeeper client systems, directly impacting the quality of care for hundreds of thousands of patients every day across the US, Canada and UK. For this role, your working hours will be 11am - 8pm EST daily.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent work experience is required.
• 1-3 years of experience in a technical support role, preferably within the healthcare industry.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with SQL and database management.
• Understanding of healthcare workflows and clinical documentation processes.

Nice To Haves

• Understanding of web technologies (such as Apache, Tomcat, JSP, PHP, HTML, XML, or JavaScript) is preferred.
• Knowledge of HL7, FHIR, and other healthcare data exchange standards is preferred.
• Prior experience in Healthcare IT either in a provider setting or with a company providing healthcare information systems is preferred.
• Previous experience working in a healthcare provider setting is preferred.
• Exposure to Meditech or other HIS is a plus is preferred.

Responsibilities

• Provide technical support for healthcare software applications via phone, email, and remote sessions, focusing on resolving client issues and ensuring optimal system performance.
• Troubleshoot and resolve application issues, including system errors, data discrepancies, network connectivity, and interface problems.
• Document and maintain support cases in the company CRM system (Salesforce), tracking all support activities and resolutions.
• Develop and maintain support documentation and knowledge base articles in Jira/Confluence.
• Collaborate with clients to understand their workflows and provide guidance on system usage and best practices.
• Work closely with Engineering and Product teams to identify and resolve software defects and implement software updates.
• Assist with system upgrades, configuration changes, and optimizations to maintain system integrity and performance.
• Conduct training sessions for internal teams and clients to enhance their understanding and utilization of the software applications.
• Participate in on-call rotations to provide 24x7 client support.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees