As a Technical/Interface Support Representative you will provide problem resolution and client communication in support of WellSky clients. In this role you will be in communication with clients for troubleshooting WellSky solutions and the systems supporting them. Use advanced product knowledge to independently investigate and resolve complex software and hardware problems of the customer per established performance criteria. Effectively train the customer to maximize the use of their system. Provide outstanding level of service to your customers. Responsible for the support of customer applications on both new and existing systems. Act as Subject Matter Resource for supported software. Draft, edit, and review various documentation projects, including technical support manuals, communications, database postings, knowledge management documents, and instructional information relating to firm software. Deliver targeted technical training sessions for internal audiences as well as customers.
Principal Functions of the Job:
Provide for all aspects of the delivery of support for customer system operations, including platform troubleshooting and cross-system integration, database changes and system interfacing.
Perform as a technical interface subject matter expert assigned to WellSky's Blood Management Customer Support cases.
Respond to incidents reported from customers per the established criteria. May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.
Help maintain the customer relationship by clearly setting expectations, understanding and meeting the customer’s needs, and representing WellSky.
Provide accurate and consistent documentation of time expended and progress achieved against assigned activities using the division’s standardized call handling system and other systems as required.
Promote and ensure that the customer service delivered is of the highest quality by clearly setting expectations and status, understanding and meeting the customer’s needs, and representing WellSky.
Resolve problems efficiently and professionally by applying knowledge of system software, applications and hardware including third party peripherals that affect the functionality and performance of the company products.
Participate in department initiatives. May be assigned to represent the product in the Product Management Team (PMT) process.
Participate in the training and/or mentoring programs as assigned or required.
Adhere to the WellSky Values and support a positive company culture.
Respond to the needs and requests of clients and WellSky management and staff in a professional and expedient manner.
Other duties as assigned.
Required Education and/or Experience:
BS/BA degree or 5 years of equivalent work experience in Software Technical Customer Support in lieu of the degree.
Minimum 3 years of work experience required in using interface engine tools.
Minimum of 3 years of work experience required in Microsoft OS and SQL Server
Able to work in a fast-paced, deadline oriented environment.
Excellent critical thinking, troubleshooting, listening and problem-solving skills
Previous experience with clinical information system platforms, applications, and interfaces
Effective communication and customer service skills
Must be flexible and be a team player
Must be able to work independently
Must have good computer skills using Microsoft Office software.
Strong writing and documentation skills.
Strong verbal communication and presentation skills.
Ability to influence other team members to acquire a self-starter mentality.
Strong time management skills.
Must be able to deliver results with minimal oversight.
Positive personality and excellent customer service skills.
Must be able to perform on call duties on a rotating schedule.
Travel up to 20%.
Prior IT Support Experience
Working knowledge of Health Level-7 standards
Understanding of Windows, UNIX, networking. Systems administration is a plus.
Server support and building (various brands and models), hardware configuration, operating systems and networking in Windows, Unix, and Citrix environment; a plus.
Work experience as Laboratory Medical Technologist is a plus
HL-7 and Maestro experience a plus.
Experience working with Crystal reports.
Experience working with Hematrax printing
We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!
WellSky provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for U.S. based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
WellSky is a technology company advancing human wellness worldwide. Our software and professional
services address the continuum of health and social care — helping businesses, organizations, and
communities solve tough challenges, improve collaboration for growth, and achieve better outcomes
through predictive insights that only WellSky solutions can provide. A portfolio company of TPG Capital,
WellSky serves more than 10,000 customer sites around the world — including the largest hospital
systems, blood banks and labs, home health and hospice franchises, government agencies, and human
services organizations. Informed by more than 30 years of providing software and expertise, WellSky
anticipates providers’ needs and innovates relentlessly to help people thrive. Our purpose is to
empower care heroes with technology for good, so that together, we can realize care’s potential and maintain a healthy, flourishing world. For more information, visit www.WellSky.com.