Support Analyst

Analyst will provide client application support and customization or configuration services to customers on Harris Novum RCM products, and provide resolution to product setup issues, problems, or functional questions achieving high client satisfaction.

 

Solutions and correspondence with clients are documented in the customer database with accuracy.

 Complex application training will be provided to clients as part of support services and internal training will be provided to build team skill sets.

  Service levels are maintained during the case management process in determining solutions or resolutions.

Position is 100% remote.

Essential Duties and Responsibilities


* Perform system analysis on software programs, applications, and web services.


* Resolved the most complex customer questions or problems over the telephone or Internet in the areas of system configuration/setup, product functionality, and bugs/enhancements.

Server as as mentor to same for less experienced staff.


* Excellent research and analysis skills.


* Task prioritization and proficiency in a remote environment.


* Assist client technical staff with application customization and configuration.

Utilize core knowledge and expertise to develop in-depth knowledge of client needs in order to identify and provide higher levels of customer service.


* Excellent written and oral communication skills.


* Superior customer service skills.


* Conduct moderately advanced classes on features and operations or organizations productions to internal and external customers.

Non-Essential Duties and Responsibilities


* Lead team projects that support goals and objectives.


* Product documentation verification.


* Staff training/mentoring.


* Ability to travel as business needs dictate.


* Position may be required to participate in an on-call rotation for after hours/weekend client response schedule.


* Other duties as assigned from time to time.

Knowledge/Skills/Abilities


* Bachelor's degree in business or computer science or equivalent experience required.


* Previous experience in healthcare environment and supporting health information systems.


* Credentialed or demonstrated equivalent expertise required.


* Proficient with one product line or major module.


* Effective communication skills to include both verbal and written communication with clients and colleagues.  Must have strong customer service skills.


* Working knowledge of spreadsheets, word processing and other software applications.


* Basic understanding of database language and management systems (i.e.

SQL, Microsoft SSMS, Oracle).


* Excellent time management, prioritization, decision-making, and organization skills.


* Expert knowledge of organization's products and application areas.


* Able to resolve advanced problems in a timely and accurate manner.