As part of our Product Support team, our Technical Support Analyst provides technical and product support of our application suite. Working closely with the IS Management teams of our member States, you will identify, research, replicate and resolve technical problems experienced by the end users of our systems.
As one of our top-notch, front-line support analysts, you will have the opportunity to make a significant impact to not only STC and our Customers, but also on the lives of patients around the world.
Responsibilities
Issue Management
Handle inbound service requests from clients and escalated issues from our Service Desk, further escalating to the Application Development team, as needed, and provide client updates for ongoing issues.
Problem Analysis & Resolution
Diagnose and troubleshoot issues, assist in determining root cause of problems, and resolve issues by reviewing system and application information, recreating the user error and testing changes. Collaborate with the Application Development as well as the Operations teams to install and/or test solutions and enhancements, and validate application patches, releases and updates for application defects and improvements. Customer Engagement
Facilitate a positive customer experience during communications and collaborative efforts by providing guidance and solutions (including identifying problems, researching answers and corrective steps), and facilitating ongoing training with clients. Documentation
Improve client references by writing and maintaining documentation (i.e. guides, procedures and work instructions), maintaining and updating their asset management information, and summarizing resolution of issues.
Training
Demonstrate willingness and ability to quickly learn STC's application suite of products, mentor/coach internal team members on product functionality, and provide training/demos on products, processes or procedures, when necessary.
Benefits? Ours are outstanding. Some of the highlights include a 100% company-paid medical plan, 401(k) matching, paid new parent leave, flexibility to work remotely, casual dress, dog days, a focus on well-being, unlimited volunteer hours, and an amazing amount of paid time off.
Apply today to join our team!
---- Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986. STChealth is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.
