Customer Support IT System Specialist Greenway Medical Technologies
THIS JOB HAS EXPIRED A System Specialist is responsible for efficient, accurate and friendly delivery of support services to Greenway Customers. System Specialists are required to be a part of on-call rotation and carry a pager 1 week every 2-3 months. Core hours will be determined by the Technical Support Manager.
Answer incoming calls according to SLA levels, enter and work/escalate the tickets.
Document all analysis and actions for all Support calls in the ticket and in the knowledge base. This data is used by management to determine resource requirements and allocations, software enhancements necessary, client training curriculum and other factors critical to company's operation. 50%
Address and resolve Customer's application software technical issues using independent judgment and initiative.
Address and resolve complex Customer issues using technical skill and judgment.
Respond to all support tickets according to priority resolution matrix
Maintain average ticket resolution of less than 2 days after receiving customer approval to close ticket. Meet and/or exceed customer support goals set by Sr. Management
Manage call queue and make sure follow-ups are timely (future)
Become proficient in related aspects of PrimeSUITE software and learn best practices workflows
Maintain 98% good/excellent customer satisfaction surveys (future)
Analyze and independently identify often complex problems within the PrimeSUITE software, a customer's data, the lab or clearinghouse software, the knowledge-base, or operating system. (55%)
Exercise independent judgment to determine the appropriate course of action to be taken based on the analysis performed and all possible solutions. (15%)
Take the appropriate course of action critical to the customer's operation of the software or system in order to remedy problems and issues identified. Such courses of action may include further analysis and/or repair of customer database corruptions, SQL errors and/or customer performance issues. (10%)
Use discretion and determine independently solutions to technical and software issues. (5%)
Provide emergency support during non-business hours on a rotating basis. (2%)
Login into the Technical Support phone queues as needed; enter and work/assign the tickets (3%)
Excellent English language oral and written communication skills
Ability to balance multiple priorities
Display dependable, punctual and professional demeanor with previous history of all three
Significant experience troubleshooting proprietary software, Windows and or server hardware and networks
High School Diploma or equivalent
Prior experience working as a IT Support role in a busy technology call center or related experience
Must be service oriented
Possess strong problem solving skills.
Ability to work independently as well as in a team environment
Maintain a positive attitude
Experience troubleshooting medical software solutions
Technical background, Windows, etc.
College Degree (BA, BS or MIS ) Computer Science, Health Management Information Systems, or other HC or Information Technology related degrees offered an added plus
Experience with Windows /XP/Vista/Windows 7/, Windows 2003/2008 Server, Symantec Backup Executive, Dell Power Edge Server, backup solutions, printers, scanners, faxing software, Pen tablets, Terminal Services, TCP/IP, LANWAN, Wireless networking, Microsoft Office, Printers, Antivirus, switches, routers and remote troubleshooting of server and workstations.
||121 Greenway Boulevard |
Carrollton, GA 30117
THIS JOB HAS EXPIRED