• Software Technical Support Representative

    Job Location(s) US-GA-Alpharetta
    Posted Date 1 month ago(11/16/2018 8:48 AM)
    Job ID
    Carelogistics, LLC
    Customer Support / Client Care
  • Overview

    The Software Technical Support Representative is responsible for providing expert advice and troubleshooting for issues and determining and implementing a plan for resolution at a second tier level.  They work closely with Solutions Delivery, Transformation and customer resources in support of these objectives.  Responsibilities include daily support process participation, customer advocacy, customer scorecard contribution, and customer checkup visit preparations. 




    Solutions Delivery Functions:

    • Participating in the 24/7 customer software product support function including:
    • Ensuring customer satisfaction post software installation
    • Participating in activities for troubleshooting and repair
    • Participating in support processes during critical situations including triage, data collection, solution brainstorming, solution selection, solution execution and status communication
    • Ensuring customer support problems are resolved promptly and effectively
    • Participating in on call utilizing support staff and other solutions delivery resources
    • Reporting customer related activities, issues, escalations, and enhancements internally
    • Contributing to customer scorecards including results and dashboards regarding customer results
    • Contributing content to an internal support Knowledgebase
    • Preparing for the planning and delivery of bi-yearly customer checkup visits



    Bachelor’s or Associates degree in related field is preferred


    • Ability to develop strong and productive working relationships with others
    • Ability to form strong team bonds and enhance team performance
    • Strong organizational and quality management skills with ability to handle multiple, competing tasks and priorities
    • Ability to cope with rapidly changing information in a fast paced environment
    • Strong interpersonal skills with ability to effectively communicate with a diverse group of stakeholders (prospects, clients, hospital executives, nurses, implementation staff, etc.)
    • Excellent oral and written communication skills
    • Excellent customer management skills
    • Above average observational skills to collect data and validate information
    • Outstanding analytical skills with the ability to critically evaluate the information gathered from multiple sources, reconcile conflicts, relate high-level information to details, and distinguish user requests from underlying business problems/needs.
    • Organizational and time management skills
    • Knowledge of Windows and Linux environments preferred
    • Knowledge of interface engines such as Cloverleaf, Rhapsody, Mirth, preferred
    • XML experience preferred
    • Knowledge of high availability server environments
    • Ability to maintain confidentiality, and use discretion
    • Able to effectively represent JHS/Care Logistics values and principles in decision-making and actions


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