Service Center Analyst

iatricSystems is seeking a skilled and experienced Support Center Analyst to join our Support team.

 You will work within the support team to assist our customers with their requests and technical problems.

 

This position will report to the Manager of Support Services of our iatricSystems business unit and will work out of our Daytona, FL office with the option of some remote work.

What your impact will be:


* The Service Center Analyst (SCA) position resides within the iatricSystems Service Center and is part of the Service Desk & Technical Management (Service Support Operations Center) functions which provide the primary point of contact for our customers.  Those contacts are categorized as Incident, Problem, Event Management and Service Fulfillment initiation. 


* The SCA creates/updates the contact identification (type), creation and logging, categorization, prioritization, diagnosis, resolution for the resulting Service Center ticket (iTask); or if required, escalation to the next level of support or closes the iTask as appropriate.

What we are looking for:


* Ability to work with minimal supervision.


* 24/7/365 Service Center Support personnel must have the ability to work assigned a 12-hour shift either 12 am to noon or noon to 12 am 1 day/week as required.


* Occasionally cover other shifts due to customer or co-worker events.

(urgent service need, vacations, sick)


* Ability to take ownership and responsibility for work assigned, a desire for continual improvement


* A high level of proficiency with the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)


* A two-year technical degree or 2 years technical support experience is acceptable

What would make you stand out:


* Solid verbal and written communication skills supporting a business environment.  Courteous and respectful communications are required to maintain effective business relationships for all staff and customers


* Excellent customer service skills to listen intently, diagnose issues, and apply resolution efficiently


* Task-oriented with accuracy and high sense of urgency to complete responsibilities


* Self-motivated and able to work on individual initiatives, plus within a virtual team setting displaying accountability and reliability to build trust.

Multitasking in a stressful environment is required


* The ability to effectively problem-solve to determine resolution needed efficiently


* Basic technical understanding coupled with the ability to learn and provide support for ongoing new product development, changes to existing products along with hardware/infrastructure dependencies for those products.


* Ability to perform triage of critical/high tasks and escalate appropriately based on training, policies and procedures


* Ability to document issues clearly, accurately and in a concise manner

What we can offer:


* Opportunity for challenging projects and professional growth


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