Boston Categories:
Team Lead - Software Support Analyst MedAptus
THIS JOB HAS EXPIRED
Department: Client ServicesPosition Overview
The Team Lead - Software Support Analyst will participate in a broad range of activities such as application support, management, triage and reporting of support issues, and will work closely with integration and technical resources. The primary responsibility of this position is to help ensure MedAptus maintains high level of customer satisfaction and compliance with our service level agreements. In addition to assisting in the resolution of reported issues, this function will make use of our customer relationship management system to identify and report on trends and overall performance. This is a great position for individuals looking for career growth opportunities as it also interacts with cross functional teams within MedAptus.
Duties
Serve as the primary receiving point for all customer and internal support cases, ensure proper documentation in the issue tracking systems, triage the cases to determine priority and assign to the appropriate MedAptus personnel for resolution
Assist in the development of tools to assist in the early diagnosis and resolution of customer cases
Serve as the process manager to ensure that MedAptus is responding and resolving customer cases according to established standards and contractual commitments
Assist in the establishment of key metrics and standards that can be used to measure MedAptus? performance in meeting customer support requests
Resolve as many cases as possible at ?first call?
Working with the appropriate staff, establish target dates for case resolution
Monitor the progress of all open cases and follow-up with the appropriate staff as required, to ensure that commitments are being met
Involve management where required to establish priorities and to break any ?log jams? preventing MedAptus from resolving customer cases
Analyze the combination of customer cases to identify underlying trends, system deficiencies and/or systemic problems
Conduct a weekly support triage meeting
Prepare management reports as required
Project management for the rollout phase of new products and releases
Maintain the MedAptus PHI policy and training program
Position Requirements
Process oriented person with an attention to detail and strong analytical skills
Exceptional customer relationship management skills
Strong communication skills, ability to communicate to all levels of internal and external stakeholders
Familiarity with project management concepts
A strong ability to establish target dates, get staff buy in and monitor progress
Experience with customer relationship management systems
A background in healthcare and related technologies is a plus
| Location: | 176 Federal Street Third Floor Boston, MA 02110 United States |
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THIS JOB HAS EXPIRED
MedAptus
Investors: Boston Millennia PartnersAll Jobs: at MedAptus
| Web Site: | www.medaptus.com |
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| Headquarters: | 176 Federal Street Third Floor Boston, MA 02110 United States |
| Industry: | Software |
