AtStaff Careers - Application Support Analyst
Location: Durham, NC
AtStaff, Inc., is a market leader for enterprise-class software applications in the healthcare market space with ClairVia® and Physician Scheduler®. Our software products and consulting services manage clinical resources (patients and staff) leading to improved patient care and the hospital's financial performance. To achieve this, our products manage, monitor, and orchestrate caregiver and patient activities and integrates them in real-time with core business processes.
About the Experienced Support Analyst
AtStaff is seeking an experienced support analyst to provide technical and application support of our software products in customer environments. Our analysts respond to customer inquiries as an application expert and perform full functional and technical troubleshooting to resolve software matters by identifying solutions, workarounds and product enhancements. Because we place a premium on world-class customer service, analysts proactively perform follow-up on customer issues. Lastly, our analysts are individual contributors who seek knowledge growth and have goals of technical certifications and other competencies.
Job Responsibilities Include:
- Respond to incoming customer calls over the phone and via email and perform technical and application troubleshooting to resolve software concerns
- Maintains accurate records of customer interaction within an incident tracking solution
- Coordinate with customers, internal staff and external technology suppliers to identify solutions for resolving open incidents
- Quality assurance/follow-up on related customer requests
- Provide knowledge sharing, technical and thought leadership for department members
- Become expert at handling complex application features
- Work collaboratively with Product Management, Client Services and Quality Assurance to produce solutions that exhibit the company's "customer first" mindset
General Experience Requirements:
- Ability to resolve team issues in a positive manner and the ability to learn current systems
- Demonstrated success at software application problem solving
- Effective troubleshooting and decisive decision making skills are necessary
- Strong verbal and written communication abilities
- Familiarity with database concepts and systems, like Microsoft SQL, Oracle or Microsoft Access
- Product and software tools installations, software patches, etc.
- Microsoft operating systems experience
Requirements for the Position:
- Experienced in application or technical support and troubleshooting
- Ability to learn our application functionality and use in order to effectively troubleshoot customer issues
- Knowledge of, or ability to learn, Microsoft SQL databases
- Ability to learn and troubleshoot networking and connectivity issues
- Working knowledge of Windows operating systems and utilities
- Candidate must have proven success managing multiple customer projects and/or issues simultaneously
- Clearly communicate in writing and verbally
- Desire to work in a team environment and possess excellent teamwork skills
- Experience managing ETAs and project schedules and delivering to deadlines and milestones
- Participate in on-call rotation for support outside business hours (one week on-call every 4 to 6 weeks)
- Knowledge of networking configurations and related services (WINS, DNS, DCOM, MDAC, etc.) is a plus
- Four year degree in Computer Information Systems preferred and a minimum of 2 years software customer service experience and/or information technology support required; or equivalent combination of education and experience
We are a spirited company that believes we can make a significant impact in the quality of healthcare delivered by our customers through our innovative and first-to-market solutions. We offer a compliment of benefits, including product and technical training, along with a competitive salary and a great working environment that fosters a favorable work-life balance.
If you're an experienced technical or application support analyst who wants to work for a company that values your contributions as individuals and as part of a team, reply online or submit your Microsoft Word or Adobe PDF resume to C-17@atstaff.com.
AtStaff, Inc., is an Equal Opportunity Employer (EOE).
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