Product Support Quality Engineer
Company: HealthEdge Software Inc
Location: Salem
Posted on: January 19, 2023
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Job Description:
Overview
Position Overview:
The Production Support Quality Engineer plays a vital role in the
overall delivery process. Our ideal candidate will be responsible
for triaging and resolving Customer reported issues on a timely
manner to ensure customer satisfaction. GuidingCare is a complete
platform for patient-centered care, offering health plans and
provider organizations easy-to-use, next-generation data
integration and workflow management tools. This position interacts
with clients to review their internal workflows and processes and
engages in IT solution discussions to optimize solutions aligned to
their organizational goals.
Your Impact:
Serve as a first point of contact with HealthEdge clients to triage
and assist the customers on reported issues
Learn and maintain proficiency in using HealthEdges platform and
understanding HealthEdge and its partner product and services
Perform Production Support triage to diagnose issues, create
solutions or route tickets appropriately
Respond to tickets within the contractual service level agreement
(SLA) times
Act as an escalation point and advocate for critical customer
issues, collaborating with other departments as needed
Build rapport and elicit detailed information from clients
regarding the expectations of, and issues pertaining to,
HealthEdges products and services
Gather and document requirements, use critical thinking skills and
investigative nature to expeditiously address questions and resolve
issues
Meet or exceed customer expectations by anticipating and resolving
their issues
Routinely update the client, following SLA guidelines, on active
issues to gain additional information or to advise of status
Seek out and embrace feedback, take on tough assignments to improve
skills, keep knowledge and skills up-to-date and turn mistakes into
learning opportunities
Provide systems and clinical content training and support to
clinical and non-clinical client support staff using the software
in client sites
Work in coordination with Account Management team and Delivery
Manager to support clients, including managing minor projects
Work with Project Managers, Business Analysts, SMEs, Developers and
Delivery Managers to obtain a clear understanding of requirements,
develop thorough test plans as needed, and to ensure status and
schedule is communicated
Verifies and identifies issues as either legitimate technical
product flaws or simple user training deficiencies
Interacts extensively with existing customers troubleshooting
technical issues
Engage cross-functional resources both internally and with
customers to solve problems
Perform all responsibilities in compliance with all HealthEdge
policies, including without limitation those related to information
privacy and security
Attend and participate in team meetings and in-service activities,
as necessary
Provide high quality of work and identify opportunities for
continual improvement
Communicate effectively with customers both verbally and in
writing
Works closely with the customer through Service Desk or 1-800
numbers which are the mode for client interaction for logging in
the service requests
Reproduces / triages the customer reported issues / services with
their product expertise and collected data from the client filled
questionnaire
Provide FAQ customer support (Helper Text or FAQ or Release
Notes)
Triage Data load (interface), Config Sync, Third Party
Integrations, APIs, SSO, Letters and Tableau reports related
tickets
Support and work closely with cross functional teams during patch
upgrades and major upgrades for a smooth release experience for the
customer which mostly happens over the weekends
Occasionally on call support during weekends and late working
hours
Other duties as assigned
KNOWLEDGE AND RESPONSIBILITIES
Fully applies basic principles, theories, and concepts to job
assignments. Work, still closely managed, involves limited problem
solving, following standardized practices and procedures. Typically
interfaces with developers, BAs, Delivery Managers, Account
Managers, Project Managers, senior QA members and leaders in work
group.
What you bring:
Bachelors degree: preferably in Computer Science, Information
Systems, Information Technology, or health care-related field from
an accredited university required
Masters degree preferred
2-3 years of related experience
Have at least two (2) years of experience providing software
support to end users
Demonstrated ability to manage tier I and tier II client
scenarios
An understanding of technology and how it may facilitate improved
patient outcomes and lower costs
Exceptional customer service orientation
Technical documentation creation/updating
Experience documenting and tracking user tickets with software such
as JIRA or similar tools
Ability to prioritize and execute tasks in a high-pressure
environment
Ability to work independently and collaboratively with
multidisciplinary teams
Excellent written and verbal communication skills
Excellent computer skills and proficiency with Microsoft Office
(Excel, Word, PowerPoint, and Visio)
Ability to be highly organized
Ability to work on multiple initiatives at once and be able to
adapt to shifting priorities
Self-starting, energetic, result-oriented individual to support our
growing business
HealthEdge commits to building an environment and culture that
supports the diverse representation of our teams. We aspire to have
an inclusive workplace. We aspire to be a place where all employees
have the opportunity to belong, make an impact and deliver
excellent software and services to our customers.
Geographic Responsibility: While HealthEdge is located in
Burlington, MA you may live anywhere in the U.S.
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment:
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job:
Tasks involve some physical effort, i.e., some standing and
walking, or frequent light lifting (5-10 lb.); minimal dexterity in
the use of fingers, limbs, or body in the operation of office
equipment. Tasks may involve extended periods of time at a keyboard
and extended periods of sitting at a workstation or desk.
Tasks require:
Sound perception and discrimination
Visual perception and discrimination
Oral communications ability
The above statements are intended to describe the general nature
and level of the job being performed by the individual(s) assigned
to this position. They are not intended to be an exhaustive list of
all duties, responsibilities, and skills required. HealthEdge
reserves the right to modify, add, or remove duties and to assign
other duties as necessary. In addition, reasonable accommodations
may be made to enable individuals with disabilities to perform the
essential functions of this position in compliance with the
Americans with Disabilities Act of 1990. Candidates may be required
to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to
workforce diversity and actively encourage all qualified persons to
seek employment with us, including, but not limited to, racial and
ethnic minorities, women, veterans and persons with
disabilities.
#LI-Remote
Job Locations US-Remote
ID 2022-1232
Category Customer Service/Support
Position Type Full-Time
HealthEdge provides equal employment opportunities to all employees
and applicants for employment and prohibits discrimination and
harassment of any type without regard to race, color, religion,
age, sex, national origin, disability status, genetics, protected
veteran status, sexual orientation, gender identity or expression,
or any other characteristic protected by federal, state or local
laws.
Keywords: HealthEdge Software Inc, Salem , Product Support Quality Engineer, Other , Salem, Oregon
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