- This position is not a typical "high-volume call center” role; although we operate in a fast paced environment, resolution of issues can require in-depth research, analytical problem solving and a high-degree of customer relationship building. The ideal Software Support Analyst candidate will have a strong background in application support as well as excellent customer support skills. Must have well-developed problem solving skills and a passion for solving puzzles and learning how things work. The position entails troubleshooting our EMR Clinical and Billing software application and its related components. Although IT and network background is useful, this is NOT a Network or IT Help Desk position.
Key Responsibilities:
- Work directly with our customer’s System Administrators as the first line of support to provide assistance in analyzing, diagnosing and resolving application issues and questions
- Troubleshooting Tier1/Tier2 issues via phone, email and screen sharing within service-level agreement
- Meet performance objectives to enhance customer satisfaction and ticket standards
- Maintain knowledge-base of system to ensure that it remains current and relevant.
- Provide professional, accurate, high quality, customer support to our customers
- Act as an advocate for our customers to assure their issues are resolved in a timely manner
- Take ownership of issues, and act as a liaison with our Development and Quality Assurance teams to resolve more advanced and complex issues and bugs
- Build rapport and elicit request details; report progress/results and perform all follow-up activities to assure satisfactory resolution
- Serves as a key technical resource for our customer’s System Administrators
- Replicate customer software issues.Document detailed replication steps and provide clarification to Developers and QA as needed
- Thoroughly document all research and customer interactions using software support system including problem, resolution and follow-up action required
- Using defined escalation methodology, escalates complex problems/complaints to Manager
- Develop a solid understanding of Sigmund Software using knowledge base and in service trainings
- Gain a working knowledge of our Substance Abuse and Behavioral Healthcare industries to better understand their requests and their clinical workflows
- Ensure customers are utilizing software to it's fullest potential
- Provide remote customer training when needed
- Perform other duties as assigned
Experience:
- At least 1 year experience troubleshooting issues or a Help Desk type setting, preferably software application support
- Previous Customer Support Experience
- Experience in behavioral health care, a plus
- Financial Background, a plus
- Practical knowledge of relational database management, SQL experience preferred
Required Skills:
- Superior oral and written communication skills with customers and internal resources
- Organizational/Time Management Skills
- Excellent computer skills and ability to learn complex software application
- Strong problem-solving skills
- Must be able to handle multiple priorities simultaneously
- High degree of accountability and responsibility for your work.
- Demonstrate strong customer service focus and ability to establish and maintain a high level of user trust and confidence
- Microsoft Office (Outlook, MS Word, Excel)
Desired Skills
- Basic experience with SQL queries and/or high-level programming language, such as C#
- Active directoty
- Ability to use connections to customer systems (VPN’s, RDP, CITRIX)
- Strong Troubleshooting experience and ability
- Presentation Skills
About VSS
- VSS Medical Technologies is a leader in providing software solutions for Behavioral Health, Social Service, Addiction Treatment Providers and other medical specialties nationwide. EMRx is our Enterprise Electronic Health Record Software that provides a suite of flexible features and cutting edge automation that streamline processes, enhance the quality of clinical documentation, increase productivity, ensure compliance and shorten accounts receivable cycles. Supporting some of the largest providers in the country, Sigmund has also been a pioneer in the development and deployment of innovative mobile solutions to allow for real time data collection, outcomes and performance monitoring. To learn more about EMRx, please visit us at www.sigmundsoftware.com.Find our corporate site at www.vssmedical.com.
Job Types: Permanent, Full-time
Salary: $45,000.00-$50,000.00 per year
Benefits:
- Dental care
- Extended health care
- RRSP match
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in Burlington, ON L7L5P5
