Tier 2 Technical Support Analyst
CellTrak is a team of energetic, highly-skilled
healthcare and technology experts who help people receive outstanding care in
their home and community by solving the problem of how to best manage the
delivery of care and the people who deliver it.
Since 2006, CellTrak has provided a complete, integrated
software-as-a-service solution that facilitates care delivery management and
real-time field force management – it is to a home care agency as an ERP system
is to a manufacturing company. The solution streamlines and automates an
agency’s core business process, replacing old technology and paper-based
process with real-time information for day-to-day care and business management
and for optimization. It includes apps for all types of caregivers that
run on the leading mobile devices, portals that enable care coordinators, operations
personnel, and the extended care team to efficiently coordinate and optimize care
delivery by a distributed workforce, interfaces to more than 25 leading
Electronic Health Records (EHRs), and services to support adoption, management,
and optimization.
Today,
CellTrak is a rapidly growing, venture-backed company. It is a respected brand
and the leader in its category, with over 200 customers who operate 4,000
locations in the home health care, home hospice, personal care, and community
care markets in the US, Canada and the UK. CellTrak’s customers include leading
independent agencies with as many as 20,000 caregivers and major health
systems. Combined, they use the software to deliver 1 million in-home visits
per week; in 2017, an estimated 500,000 people will receive care enabled by
CellTrak.
Description:
Ensuring
that customers are able to effectively use the CellTrak product suite is
critical to the success of customers and CellTrak. When users are unable to
complete their functions as expected, they are instructed to contact the
Customer Support team (Tier 1). As a Technical Support Analyst, you will be
responsible for working with the Manager of Tier 2 Technical Support to ensure
that issues are resolved. This includes, but is not limited to, performing
technical analysis of the reported issues, providing explanations and guidance
to other staff, tracking and documenting investigation notes in JIRA, root
cause analysis enabling the organization to meet their objectives through the
effective use of information and systems technology.
Responsibilities include the following:
·
Timely
response to support reported client issues and reporting of bugs/issues and
feature requests using the appropriate tools
·
Ensuring
required response and resolution times are met in accordance with the Service
Level Agreements (SLA)
·
Assist
in the testing and validation of resolution to identified issues
·
Manual
changes to backend data to perform manual adhoc fixes to the data or to change
software configuration parameters in the database with a clear understanding of
what the impact is and rollback strategy in place
·
Update
system configurations for new and existing customers
·
Other
related duties as requested
Qualifications:
The ideal candidate
will have:
·
Experience
in a software technology support role
·
Experience
in writing SQL queries, database procedures or custom reports
·
Understanding
of IT, infrastructure.
Behavioral
Competencies:
The ideal candidate
will have:
·
Strong interpersonal skills with the
ability to interact in a positive and supportive manner with team members and
clients.
·
Ability to manage conflicting
priorities, attention to detail, and organized.
·
Aptitude for attention to detail and
accuracy are essential.
·
Capable of great meticulousness,
versatility, and patience.