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Solution Support Analyst II in San Jose, CA at Netsmart

Date Posted: 2/14/2018

Job Snapshot

Job Description

The Solution Support Analyst II role is to provide technical support across a broad range of applications to our clients via the telephone and/or Internet (e.g., web portal, email). The Solution Support Analyst II will assess the nature of system or service issues and resolves technical or basic application problems through independent judgment and problem solving skills. He or she will also 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 while guided by a seasoned mentor. The candidate will:

  • Provide first point of contact support for clients reporting technical or application issues
  • Interact with clients to help troubleshoot and resolve application problems or issues
  • Diagnose and resolve 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
  • Stay abreast of current technology in solutions, design changes, and new solutions offered
  • Other duties as assigned

Academic and professional qualifications:

Bachelor's Degree or equivalent work experience


Typically requires 2 - 4 years of experience in a customer service environment, preferably in a technical role such as a Technical Support analyst. Healthcare application support experience a plus.

Preferred Skills:

  • SQL Database knowledge
  • Familiarity with Healthcare Management/Processes a plus

Travel requirements:

Minimal travel may be required for client support and training

It all begins with a Spark!  At Netsmart we look for exceptional professionals who enjoy being part of a fast-paced and innovative environment. We value individual contributions in a team setting and offer a progressive set of support tools and training. We are proud to offer an excellent compensation package, which includes a complete suite of benefits for full-time employees.

Other benefits include:

  • Medical, Dental and Vision Insurance available Day 1
  • Life Insurance
  • Short/Long Term Disability
  • 401(k) Plan/EAP

Netsmart is committed to helping health and human services providers deliver effective, recovery-based care.

To learn about our culture, industry and job opportunities visit our  career site ,  facebook  or  twitter  account.

Netsmart’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.