Tier 1 Support

This role is a hybrid role based in Dallas, TX.

A Systems Analyst is responsible for providing first line support for staff and clients. You will be the face of CortiCare and will become our clients' biggest advocate. You will understand the ins and outs of CortiCare applications and devices and you will delight clients with your wealth of knowledge and unwavering positivity. This role suits someone who enjoys untangling complex systems, is comfortable working with healthcare data standards, and wants their work to have a direct impact on patient care.

Essential Job Functions

· Takes the preliminary call requests from users and creates the ticket.

· Gather customer information and data to determine the fundamental problem.

· Troubleshoot issues by researching symptoms and identifying patterns.

· Document steps taken in determining the underlying problem.

· Apply hardware and software troubleshooting skills to resolve Tier I issues.

· Escalate to a Level 2 technician within established time constraints.

· Follow up on resolutions until the issue is fully closed out.

· Walk customers through the problem solving process in a clear, patient way.

· Stay customer service focused, even when things get busy.

· Follow established departmental standards and procedures.

· Contribute to team efforts by helping accomplish related results as needed.

· Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.

· Participate in testing new features and releases.

· Suggest recommendations for product enhancements utilizing data and customer feedback.

· Develop and maintain system documentation, data flow diagrams, and standard operating procedures

· Work under supervision and understand the importance of communicating and coordinating with the team.

Qualifications

• You have at least one year of experience in a technical help desk or technical support role.

• A bachelor’s degree in a related discipline is preferred. Education requirements may be waived based on practical experience.

• Practical knowledge of the healthcare industry a definite plus.

• Familiarity with healthcare data standards and regulations or a demonstrated ability to learn them quickly

• Excellent written and verbal communication skills.

• Strong troubleshooting and root-cause analysis skills

• Ability to work independently in a remote environment while staying closely aligned with distributed teams

• You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully.

• You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do.

• You know your audience and can effectively communicate resolutions with both non-technical and technical customers.

• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.

• You can make complex topics easily digestible by breaking them down into manageable parts.

• You display active listening skills and are an empathetic customer advocate.

• You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards.