Veradigm - Boston, MA
posted 4 months ago
Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people. In this role, you will interface with customers, team members, and other departments to guide and facilitate the day-to-day support and operations to Veradigm customers in diagnosing, troubleshooting, and debugging enterprise-level highly sophisticated software and computer systems. You will actively engage and serve as a mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of customer issues. Your participation will be crucial in resolving escalations, highly complex issues, and issues with potential for high customer impact. You will identify areas for improvement that will aid the team and our customers in supporting our solutions, championing supportability issues by working with other departments and team members in the identification of product limitations, providing documentation, specific actions, and results regarding future change or enhancement requests. You will establish and maintain open lines of communication with customers, support leadership, and peers to foster the attainment of business, department, and team goals. Providing status updates, feedback, and suggestions for improvement to team members and Support Leadership will be part of your responsibilities. You will perform the responsibilities of the role on more than one product, taking an active role towards the resolution of escalations for highly complex, high impact issues, and managing escalations and supportability issues with Development and other departments. Your analytical skills will be essential in analyzing root causes, quantifying impacts to support, and creating and offering options for solutions. Additionally, you will lead Support Ticket review meetings, proactively review open Support Tickets, and create relevant, usable knowledge to enhance team performance.