HealthCare Product Support Analyst

Overview

Remote
$30 - $40
Accepts corp to corp applications
Contract - W2
Contract - 1 Year(s)
No Travel Required

Skills

Experience with help desk / service desk services. Experience with help desk software (e.g. ticketing systems
knowledge bases). (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets
network connectivity
etc.) (at least 2) High-level knowledge of information technology systems and best practices. (at least 2) Experience with Microsoft O365 applications (Word
Excel
PowerPoint
Teams
Visio) (at least 2) Experience working with SharePoint Lists. (at least 2) Strong customer service orientation
with patience and empathy for frustrated or confused users. (at least 2) Experience with call handling. Experience with Remedy / BMC Helix.
4-7 years of experience in the field or in a related area. Familiar with standard concepts
practices
and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment. Provide expert support for our healthcare business applications
ensuring optimal functionality and user satisfaction. Troubleshoot and resolve complex issues related to business application use
configuration
and customization. Conduct training sessions for users
empowering them to effectively utilize our applications. Collaborate with healthcare professionals to understand their needs and help improve application instrumentation. Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features. Develop and maintain detailed documentation for supported applications
including user guides and FAQ sections. Job Details : Evaluate failures
bugs
systemic problems
and hardware and report on necessary steps. Consider site-specific information like hardware
operating system
and user requirements to appropriately resolve problems. Install applications
hardware
parts
and/or equipment. Product Support Analyst common tasks include: troubleshoot
diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features
product selection and configuration and implementation. Minimum Requirements: Experience with help desk / service desk services. Experience with help desk software (e.g. ticketing systems
with patience and empathy for frustrated or confused users. (at least 2) Experience with call handling.

Job Details

HealthCare Product Support Analyst
Location: Austin Texas
Category: Technical Services, Help Desk and Operations
Exp : Minimum 12+ Years
NOTE : Candidates Must Have Strong Healthcare Background
NOTES :
Client is Looking Local to Texas / Austin Texas Candidates Only
Candidate Must Have Medicare or Medicaid Experience
Take calls (incidents and requests for information) from external users (mostly medical providers) = This is Main Responsibility
Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.
Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service levels.
HHSC Manager Expecting : someone worked in call center for Nursing Facility Administrators, Nurse Aides, Med Aides , Health Care Aides
Remote work Mon - Fri within Texas Only


Location: Required to be within the state of Texas


Level Description
4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
Conduct training sessions for users, empowering them to effectively utilize our applications.
Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.
Job Details :
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.
Minimum Requirements:
Experience with help desk / service desk services.
Experience with help desk software (e.g. ticketing systems, knowledge bases).
(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)
(at least 2) High-level knowledge of information technology systems and best practices.
(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)
(at least 2) Experience working with SharePoint Lists.
(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.
(at least 2) Experience with call handling.
Experience with Remedy / BMC Helix. ( Preferred Only )
Skill Matrix :
Years
Experience
Experience with help desk / service desk services.
Experience with help desk software (e.g. ticketing systems, knowledge bases).
(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)
(at least 2) High-level knowledge of information technology systems and best practices.
(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)
(at least 2) Experience working with SharePoint Lists.
(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.
(at least 2) Experience with call handling.
Experience with Remedy / BMC Helix.


Regards,

Pothuri Subrahmanaya Varma

Technical Recruiter

uvglobaltechnologies LLC

Direct: Ext 403

Email :

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