Technical Support Analyst I

1 week ago

Phoenix, United States STC Full time

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.

Requirements

Education

Associate's Degree in IT, Computer Science, Information Systems or equivalent work experience.

Experience

1-2 years of experience in a Customer Service or Help Desk environment. Familiarity with SQL queries and scripting. 1-2 years of application, software, or web support experience. Experience with ticket or project tracking software (Jira, ServiceNow, etc.).

  Skills and Abilities

Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis to identify issues and resolve. Ability to work with non-technical clients to gather business requirements and translate into technical specifications. An understanding of cloud-based software architecture. Professional verbal and written communication skills for phone, email and chat. Able to perform ad-hoc software validation as necessary. Able to work flexible shifts (on-call rotations).

Nice to Haves

Previous knowledge/experience of HL7, highly desired. Demonstrated experience in a software-related, advanced-level technical support or implementation role, highly desired. Data mining experience, a plus. A strong understanding or demonstrated experience of the SDLC process and Agile methodologies, a plus. A strong understanding or demonstrated experience of ITIL v3 methodology framework, a plus. Ability to conduct software demonstrations and other client-facing duties, a plus.

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