Product Support Analyst

$94,536 - $114,566/Yr

Esolvit

Full-time

Remote

Professional, Scientific, and Technical Services

About the position

The Product Support Analyst role is focused on providing expert support for healthcare business applications, ensuring optimal functionality and user satisfaction. This position involves troubleshooting, diagnosing, and repairing product and service concerns, as well as conducting training sessions for users. The analyst will collaborate with healthcare professionals to understand their needs and contribute to the enhancement of application features.

Responsibilities

• Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.
• Install applications, hardware, parts, and/or equipment.
• Troubleshoot, diagnose and repair product and service concerns.
• Contribute to and use knowledge base.
• Communicate ongoing problems and fixes internally and with customers.
• Report on product and service problems.
• Guide customers on product features, product selection, and configuration and implementation.
• Provide expert support for healthcare business applications.
• Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
• Conduct training sessions for users.
• Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
• Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
• Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Requirements

• 4 Years of Experience with help desk / service desk services.
• 4 Years of Experience with help desk software (e.g. ticketing systems, knowledge bases).
• 4 Years of Ability to troubleshoot technical issues in a complex system environment (e.g. password resets, network connectivity, etc.).
• 4 Years of High-level knowledge of information technology systems and best practices.
• 4 Years of Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio).
• 4 Years of Experience working with SharePoint Lists.
• 4 Years of Strong customer service orientation, with patience and empathy for frustrated or confused users.
• 4 Years of Experience with call handling.
• 2 Years of Experience with Remedy / BMC Helix.

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home