This site uses cookies. To find out more, see our Cookies Policy

Software Support Analyst II in Overland Park, KS at Netsmart

Date Posted: 2/9/2018

Job Snapshot

Job Description

The primary purpose of the Software Support Analyst II role is to provide higher-level technical support to our clients via the telephone and/or Internet (e.g., web portal, email). The Software Support Analyst II will assess the nature of reported system or service issues and resolve technical or sophisticated application problems. The Software Support Analyst II will maintain a log of system issues and convey client feedback to Support Team leadership. The ideal candidate is intellectually curious and a natural problem solver who is driven to advance their skills through their exploration of application functionality. The candidate will:

  • Interact with clients to help troubleshoot and resolve complex technical application problems or issues
  • Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
  • Track and document inbound support requests and ensure proper notation of client problems or issues
  • Document problems and solutions to train lower-level support on how to properly address client or product problems
  • Communicate with product development and engineering departments to improve on current design or to identify possible problems with design
  • Stay abreast of current technology in solutions, design changes, and new solutions offered
  • May travel to client site in order to resolve extremely complex client and product issues
  • Other duties as assigned

Academic and professional qualifications:

Bachelor's degree or equivalent work experience

Experience:

Typically requires 2 - 4 years of experience with healthcare products in a support, development or consultancy environment, of which at least 1 year of experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products

Preferred Skills:

  • Crystal Reports / SQL
  • Familiarity with Healthcare Management/Processes a plus

Travel requirements:

Minimal travel may be required for client support and training

*LI-JS1