Customer Care Technical Support Analyst Medsphere Systems

Medsphere seeks a Customer Care Technical Support Analyst who will work in a support role to provide telephone and online support within the client infrastructure regarding Medsphere applications and services.
Principal Duties

- Monitors and answers Medsphere Support telephone and e-mail inquiries
- Extracts appropriate information from clients concerning issues and document in the support customer relationship management (CRM) tracking database
- Evaluates all technical issues and, if required, refers them to the appropriate application specialist or development personnel
- Refers policy issues to the Lead Support Analyst for clarification and/or escalation to management
- Refers change request issues to the Lead Support Analyst for escalation to management
- Monitors client databases to ensure stability and integrity of the system
- Resolves client issues using proven troubleshooting techniques
- Provides clients with the resolution of the issue(s) and obtains closure of the call
- Escalates unattainable solutions to the Lead Support Analyst for resolution and/or escalation
- Provides appropriate reports to management
- Serve as an account specialist leading the discussion on support issues on account management calls with the sites.
- Performs other duties as required

Qualifications
Education and experience

- Five years related experience or
- Equivalent combination of education and experience

Knowledge, abilities, and skills

- Knowledge of policies, practices, issues, priorities and concerns of internal and external customers
- Must be able to communicate clearly, concisely, and appropriately within a wide range of audiences
- Limited knowledge of the overall OpenVista system, including operating systems and its software applications (VPN, ADTFiler, HL7, Kernel, FileMan, CPRS, Lab, Pharmacy, Radiology, Imaging, Dietetics, etc.).
- Ability to establish priorities, work independently, and proceed with objectives without supervision.
- Ability to handle and resolve recurring problems.
- Ability to switch gears when more pressing issues come and juggle multiple calls and projects simultaneously
- Basic knowledge of Linux and Windows system admin functions and package distribution
- Understanding of the Intersystems Cache environment
- Experience deploying KIDS builds
- Software Release organizational skills
- FileMan data retrieval experience
- Ability to read MUMPS programs
- Error Trap troubleshooting ability
- GT.M knowledge is a plus
- JAVA programming language is a plus
- Data Innovations and Pyxis experience is a plus.

Location:	Carlsbad, CA United States