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Technical Support Analyst

2 months ago

Overland Park, United States WellSky Full time

Are you someone who is passionate about helping others and enjoys leveraging your technical skills to do so? WellSky is seeking an energetic and personableTechnical Support Analyst to provide application support to ourBlood Managementclients

As aTechnical Support Analyst, you will leverage a variety of tools to troubleshoot and resolve application support issues. You will also work with Support Engineers, Solution Management, and other resources across the company in order to shape and drive forward the evolving vision for WellSky's Blood Management Solutions. Our goal is to ensure that our clients feel supported and can focus on providing care to the populations they serve. Analysts are responsible for managing, verifying, and confirming client-facing application technical issues for escalation.

A day in the life

You will be responsible for the following:

  • Review, troubleshoot, and document escalated software operational issues and technical issues
  • Partner with Engineering and QA in identifying, debugging, testing, and resolving client-facing application issues
  • Serve as a technical knowledge expert within the solution space through formal mentorship, teammate development, and/or regular solution/investigation coaching of complex, technical investigations
  • Escalate unresolved issues with thorough documentation as required, maintaining ownership of issue through resolution
  • Document SalesForce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications
  • Ensure required response time and resolution times are met

Do you have what it takes?

Required Qualifications:

  • Bachelor's degree in analytical and/or technical study (Business, Finance, Math, Accounting, MIS, IT, or related field)
  • 2-4 years related work experience
  • 2+ years of experience in a user-facing customer service role
  • 2+ years of experience using analytic tools such as Excel, SQL, SAP, and Access
  • Understanding of database systems and networking

Do you stand above the rest?

Preferred Qualifications:

  • Web-based software support experience
  • Interface technical support experience
  • Experience writing SQL queries
  • Healthcare software support experience
  • Spanish language skills are a plus.

#LI-GG1

#LI-Hybrid

Additional job expectations applicable to this position include:

  • Willingness to work additional or irregular hours as needed
  • Working in accordance with corporate and organizational security policies and procedures
  • Performing other responsibilities as assigned

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

  • Excellent medical, dental, and vision benefits
  • Mental health benefits through TelaDoc
  • Prescription drug coverage
  • Generous paid time off, plus 13 paid holidays
  • Paid parental leave
  • 100% vested 401(K) retirement plans
  • Educational assistance up to $2500 per year