Tier III, Product Support Analyst (Remote)
SanData
- New York City, NY
- $65,000-75,000 per year
- Permanent
- Full-time
- Troubleshoot and resolve complex issues with high level data analysis
- Deliver high quality service to external and internal clients
- Meet or exceed production standards and customer SLA's
- Follow established standards with queue and ticket management
- Identify common issues/determine root cause, provide resolution, and seek continuous improvement
- Contribute to product development, sharing insights from technical issues of previous products/deployments
- Become certified in Sandata's suite of products and stay up to date on new features, enhancements and/or system changes.
- Effectively communicate with peers and all levels of management
- Facilitate meetings with internal teams, transfer knowledge
- Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.
- Ensure security of personal health information (PHI) and report any violations or observations to management.
- Working knowledge of RDBMS concepts; ability to read and understand the data model
- Demonstrated working knowledge/experience with SQL to include schemas, ability to read and understand data models, and write/update/run SQL queries.
- Experience and background in programming languages (.NET, Java)
- Experience with system administration including OS and IIS
- Experience troubleshooting browsers (IE, Firefox, Chrome, etc.)
- Ability to analyze and problem solve
- Highly effective written and verbal communication/interpersonal skills to establish working relationships and communicate effectively with customers regarding issue resolution
- Strong organizational skills in managing multiple and changing priorities
- Problem solving and configuration skills
- Ability to adjust and implement change
- Zendesk and Jira knowledge a plus
- Bachelor's Degree in Computer Science, Information Technology or similar preferred.
- Certification in relevant IT products/technologies such as Microsoft SQL Server, Oracle, AWS, and similar.
- 3+ years' experience in a Tier 2-Tier 3 technology support role. Application/product support preferred (not hardware).
- Previous experience troubleshooting complex technical issues, root cause analysis and resolution.
- Previous experience in a customer service focused role, being able to think and respond quickly to customer questions (and handling customer questions via phone meeting).
- Healthcare knowledge preferred (e.g., healthcare software, home healthcare).
- This is a work from home position
- Candidates must meet minimum internet connectivity, hardware, and home office requirements outlined by Sandata
- This is a FT position working Regular business hours with occasional on-call coverage required
- Note this is not an IT position, rather a Tier 3 technical support center role which provides contact center support to customers.
- Medical, dental, and vision coverage
- Flexible Spending Account for health and dependent care
- Life insurance
- 401(k) Plan
- Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
- Employee Assistance Program
- Tuition reimbursement
- Paid vacation and holidays
- Paid lunch break