Application Support Specialist - Jacksonville, FL
Jacksonville, FL, United States
** Application Support Specialist**
Job Title Application Support Specialist Job ID 27627088 Location Jacksonville, FL 32256 Other Location Description Job Summary:
The Application Support Specialist will be required to provide end-user support for the EHR, as well as other applications that work in conjunction with i-heal. This individual will be responsible for establishing and maintaining supportive relationships with customers on behalf of the company by taking personal responsibility for each customer contact and by ensuring that all customer requirements and needs are completely met. The individual in this position conveys to the customer a sense of expertise in our tech services and capabilities and serves as an educator to our customers. The Application Support Specialist is also responsible for communicating customer requirements to the production team, in accordance with Healogics policies and procedures.
You are responsible for supporting the company vision and mission. Because you will be in
contact with current and prospective customers, and you are in a strong position to influence
their satisfaction and our company prosperity, this position requires tact, sensitivity, and
professionalism.
All Healogics employees must perform their job responsibilities according to all Healogics policies, Hospital policies, as well as to accrediting organizations, federal and state regulation, and to the Centers for Medicare and Medicaid Services (CMS) guidelines, as applicable.
Essential Functions/Responsibilities:
Acknowledges and appropriately greets and assists every customer in a courteous,
efficient and timely manner
Identifies, researches, and resolves customer issues
Troubleshoot issues within various applications including but not limited to: i-heal EHR, Clinical Optimization application, Decision Support application, etc.
Becomes familiar with available help resources; stay updated on technology changes or problems
Maintains customer records by updating account information
Provides customers with product and service information with professionalism and clear communication
Receives employee and customer requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the requests to the appropriate person
Maintains proficiency in using personal computer, common office equipment and software
Thoroughly logs all customer requests using the incident tracking software
Transfers customer calls to appropriate staff as necessary
Follows-up on customer inquiries in a timely manner if not immediately resolved
Recognizes, documents and alerts the supervisor of trends in customer calls
Recommends process improvements
Be present and visible at the i-heal Help Desk and available to users requiring assistance
Attends all i-heal Help Desk training sessions
Participates as a key team player by supporting operations as needed
Manages time effectively, meets personal goals and works effectively with other members of the IT department
Becomes familiar with and follows company policies and procedures
Adheres to all IS policies
Presents a professional image at all times to customers and vendors
Performs other duties as required
Required Education, Experience and Credentials:
High school diploma or equivalent (required)
1-3 years of customer service experience
1-3 years of IT experience
Required Knowledge, Skills and Abilities:
Effective verbal and written communication skills
Exhibits timely responsiveness and follows-up with customers requests
Ability to work effectively as a team, giving and welcoming feedback
Ability to collect data, establish facts, and draw valid conclusions
Intermediate knowledge of Microsoft Office applications
Proficient in the use of internet-based applications
Ability to use network diagnostic tools and install and configure operating systems is desired
Demonstrate professionalism and strong customer service and interpersonal skills
Ability to manage difficult or emotional customer situations and maintain a calm demeanor giving a high priority to customer satisfaction
Ability to multi-task, problem-solve and prioritize in a fast-paced environment with frequent interruptions, sometimes in urgent situations
Openings 1
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