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Tech Support Analyst ( can be remote but must work MST hourspotential for extensions/conversion)
The Tier 3 Technical Support Analyst is the final escalation point within the Customer Care and Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Analyst. The Ideal candidate will provide troubleshooting and resolving the most difficult and complicated customer issues. This position works closely with Product Management and Product DevelopmentESSENTIAL DUTIES & RESPONSIBILITIESThe following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive. Knowledge and demonstrated experience in the software development project lifecycle and Agile Software Development. Must be comfortable as part of an Agile team Communicates and coordinates with developers to resolve software defects Experience with defect reporting and escalation procedures to Senior Management Experience working with tools (GitLab, Jenkins, Dynatrace) Experience working with ServiceNow Responsible for reproducing customer issues and reporting it to product and Dev team . Ability to collect all essential technical data from Tier 1 and Tier 2 Responsible for escalating technical issues that could not be resolved by Tier 1 & 2 Engineers to Product Development and Software Development. Collaborate with marketing team and Product Manager as needed providing information about issue, workarounds etc. Ensure that Tier 1 and Tier 2 is informed about current issues, known issues, upcoming release enhancements, Provide once a week Production support assistance for bug fixes, EBFs and Release support (as needed) Nice to have : Healthcare domain knowledge , EHR workflowsMINIMUM QUALIFICATIONS Bachelor s Degree in Information Technology related fields or equivalent work experience Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively Demonstrated ability to work well with cross-functional groups and offshore resources Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels of the company Approachable and open Strives to become a subject matter expect on the system Demonstrated ability to work in a team, facilitate effective team interactions, and to foster a positive work environment; willingness to assist teammates in order to achieve departmental goals Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening Demonstrated strengths in organizational, attention-to-detail, reasoning, critical thinking, and problem solving skills Demonstrated ability to manage multiple projects/tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, determination of sense of urgency, and follow through Commitment to our Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors (Village Service Partners) in everyday performance and interactions. Ability to demonstrate strong analytical and problem solving skills. Ability to handle multiple priorities. Methodically resolve complex production issues reported by customers. Ability to deep dive into customer issues to provide workarounds , root cause to Dev teams etc.Estimated Pay Range: $40-43/hr-W2