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Technical Support Engineer
2 months ago
About Us:
Healthcare is innovating and you can be a part of it. Getting data from one provider to another, or from a provider to a health insurance company, is harder than it should be. Our mission is to change this - to accelerate innovation by easing the data access burden. Imagine developing solutions that accelerate digital transformation. This is what we do at Rhapsody. By providing data exchange and data quality solutions that enable information- such as patient visit details, lab results, and billing balances- to move seamlessly from one system to another. Whether building an application or using one, every piece of the health ecosystem needs Rhapsody as a foundation.
Most people will not ever see our products (that's how infrastructure works) and services during a medical visit. Our solutions run behind the scenes, and you can think of them as the central nervous system helping to move data to accelerate innovation and improve outcomes. If using your knowledge to help solve this important problem sounds rewarding, apply today at rhapsody.health.
What we have to offer you:
- Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
- 401k with a generous company match
- Unlimited PTO, sick time & volunteer days
- An innovative, inclusive, and fun work environment
- Continuous learning and development opportunities
Strong preference for candidates willing and able to commute on a recurring basis to the local Rhapsody office in Boston, MA or Frisco, TX.
Summary:
The Technical Support Engineer I is an entry-level position on the Corepoint Support Team whose primary responsibility is to assist customers with technical problems when using our products and services. The Technical support Engineer I is a customer facing role responsible for resolving customer queries, recommending solutions, and guiding product users of features and functionalities to solve their business needs. This role will facilitate collaboration between internal teams and external customers to architect and implement innovative solutions to frontline integration problems and technical issues.
Functional Responsibilities:
- Provide daily support to customers by providing answers to their questions, analyzing their problems, and quickly forming solutions to return their systems to proper operation.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Maintain detailed tickets of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required.
- Maintain timely and effective written and verbal communication with customer contacts and their designated vendor representatives, as needed.
- Stays abreast of Rhapsody software suite product and feature changes, to the degree required to confidently present the features to customers.
- Directs customers in the best practices and recommended usage of Rhapsody software features.
- Provides feedback on customer feature requests and real-world use cases to the Dev/QA/Product Management team via Enhancements and Defects.
- Develops/delivers internal training content intra/inter-departmentally.
- Maintains product knowledge that could allow them to serve as proctors for training classes.
- Assists on an as-needed basis with short notice assignments and project coverage.
- Provides mentorship, informally, to all Rhapsody Support team members.
- Ensures client satisfaction for Support issues.
- Serves as part of Support's 24x7x365 coverage for production inhibiting issues and/or managed services rotation.
- Installs and configures Rhapsody Interoperability Suite of software for customers as needed.
Requirements:
- 4 year college degree in computer science, information systems, healthcare or related field, or comparable work experience.
- Strong communication skills and ability to remain calm and professional in all situations
- Complete all assigned training classes for one major product family and show working knowledge of the content.
- Can install the Rhapsody Software application and architect/implement some interface workflows with little to no direction.
- Proven ability to simultaneously handle some projects from a technical perspective.
- Ability to implement some beginner-level workflow interfaces with direction from technical leads.
- Strong ability to understand technical and operational aspects of software and solve problems.
- Ability to resolve most beginner-level support issues with direction from technical leads.
- Ability to resolve some intermediate-level support issues with direction from technical leads.
Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
