Application Support Specialist III

Position Summary

Andor Health is looking for an Application Support Specialist III. The Application Support Specialist III will provide high-level technical support (Tier III) to customers via the telephone and/or Internet (e.g., instant message, email). The Tier III specialist assesses the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.

The Application Support Specialist III works within Andor Health's information technology (IT) department to assist the Tier I and Tier II support team and assisting end users with the operation and functionality of software applications purchased. This support specialist will work with various departments, individual end users or corporate accounts in professional applications. This often involves heavy traffic via email, communications, and messaging as well. It is of utmost importance that the ideal candidate possesses extensive knowledge of the applications he or she supports. Product certification will be provided via regular examinations that assess application knowledge. Scripted steps including execution and documentation of these steps with each support ticket is expected of this role. Creation/editing with these scripted help steps to maintain effectiveness of support and to adjust to customer needs.

Position Responsibilities:

• Maintain a log of system issues and conveys customer feedback to product development staff
• Possess expert knowledge of organization's products
• Serve as a Tier III technical resource to other team members
• Diagnose and resolve complex customer problems in the areas of system configurations/setup, product functionality, and bugs/enhancements
• Document problems and solutions to train lower-level support on how to properly address customer or product problems
• Communicate with product development department to improve on current design or to identify possible problems with design
• Stay abreast of current technology in products, design changes, and new products offered
• Expected to provide mentoring, training and training content development for customer and Support employees
• Field incoming help requests from clients via telephone and ticket tracking system in a professional and courteous manner
• Document all relevant end user identification information and clear articulation of problem or issue
• Build rapport and elicit problem details from client end users
• Escalate issues (when required) to the appropriate experience level of technician
• Record, track and document all requests through problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic methodologies to aid in problem resolution
• Perform post-resolution follow-ups to ensure client satisfaction
• Develop help sheets and knowledge base documents for end users as appropriate
• Manage internal ticket system to identify reoccurring issues and escalate as appropriate

Basic Qualifications:

• Bachelor degree and/or 3-4 years work experience in an application support position
• Typically requires 5+ years' experience with healthcare products in a support, development or consultancy environment, of which at least 5-7 years' experience is in developing the assigned products and a demonstrated competence in functional or technical components of the assigned products using .NET, C#, SQL, Angular JS, Responsive Design, JavaScript
• Extensive knowledge of computer hardware/software
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Mastered ability to present ideas in concise, user-friendly language

Preferred Qualifications:

• Experience in healthcare industry
• Experience with ticketing system(s)
• Experience with mobile applications
• EMR integration experience is a plus
• Experience analyzing application logs is a plus
• Experience in Microsoft Office applications including Excel and Outlook

Working arrangements

Hours required to complete projects/assignments

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

At Andor Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technological needs of physicians, hospitals, and post-acute organizations across the globe. Andor Health offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Andor Health's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants for North American based positions with Andor Health must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.

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