Technical Account Lead - North Carolina GetWellNetwork
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GetWellNetwork, Inc. provides patient engagement solutions that help health care providers engage, educate and empower patients along the care continuum. Our patient-centered platform, delivered across multiple technology platforms including mobile devices, computers and televisions, enables providers to implement a revolutionary care delivery model called Interactive Patient Care? to improve performance and patient outcomes. The company further extends the value of existing IT investments by integrating seamlessly with electronic medical record and patient portal applications.
GetWellNetwork has been recognized by KLAS as the leader in the Interactive Patient Systems category for the third consecutive year and is also exclusively endorsed by the American Hospital Association.
With more than 200 employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!
The GetWellNetwork Technical Account Leadwill be responsible for technical oversight and management of the GetWellNetwork installations at multiple client sites. The Technical Account Lead is the primary point of contact for all technical concerns of the client, and ensuring that the system is operating at optimal efficiency, maintaining the supportability of the site, and assisting the Client Success Manager in driving utilization and outcomes. In addition, the Technical Account Lead will serve as the liaison to the product development organization during implementation of technical projects as well as resolution of any on-site support issues and deployments of updated hardware or software.
Duties & Responsibilities:
Become a knowledge expert in all aspects of the product(s).
Maintain optimal system performance across assigned sites.
Improve system supportability by ensuring all equipment and software is accessible and updated.
Respond to inquiries from internal clients (including IPC Managers, Field Engineers, Implementation, Engineering and Executives) and external clients (nurses, patients, client IT departments, etc.) regarding problems with GetWellNetwork products.
Maintains and updates client system configuration.
Manages technical escalations from the GetWellNetwork Support organization.
Project Management of technical projects & resources.
Support Client Success Manager by providing all technical client communications.
Address on site technical issues ? relating to product / infrastructure / equipment.
Educate client and staff on technology & support processes.
Extended Multi-day travel to assigned client sites as required.
Excellent troubleshooting skills and comfort learning new systems and working in environments with many variables outside our direct control.
Excellent oral and written communication skills.
Must be project-oriented, energetic, positive, patient, passionate, dependable, and good at multi-tasking.
Basic Audio Visual skills (Cabling, Audio Routing, TV Configuration, etc.)
Ability to lift equipment (servers, televisions, etc.) and perform manual labor duties.
Familiarity with Linux operating system, network management, and related diagnostic too.
8+ years experience.
Basic IT/Networking experience preferred (Cat 5, Fiber Switched, etc.)
Healthcare background working in Hospitals or other healthcare environment preferred.
Tier 2 & 3 support experience a plus.
Charlotte, North Carolina, United States
||Charlotte, NC |
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