Enterprise Technical Support Analyst

At AgileMD, we are building the most advanced real-time predictive analytics and clinical algorithms platform for hospitals. Our cloud-based engine helps thousands of doctors and nurses around the country make medical decisions so that every patient receives the highest quality and value of care based on the latest medical knowledge and data.

AgileMD’s products integrate with the electronic medical records systems of large hospital systems and deliver highly available, robust tools. These tools ingest, transform, and analyze large amounts of patient data in real-time and make complex risk assessments and predictions. All of this is done across a distributed infrastructure that must provide high availability and adhere to the strictest security standards.

We’re looking for technical support analysts and engineers who are analytically-minded, are resourceful and fast learners, and who above all develop positive working relationships with colleagues, both internal and external. In this role, you will provide high-quality technical support for AgileMD’s hospital customers to implement, optimize, troubleshoot and resolve complex technical and functional systems from customers across the US. You’ll be working closely with clinical and technical contacts at hospital systems through email, phone, zoom, and in-person interactions plus using helpdesk and incident tracking systems. You’ll be joining a growing support team while stepping into a role with high expectations and responsibility. The team will provide comprehensive support to help you succeed. Our products and services are full of opportunities to solve hard problems that truly touch and change the course of patient lives.

Requirements

This role is a technical position focused on the delivery of world class products and services. In this role, you will be:

• Taking ownership of customer reported issues and seeing problems through to resolution
• Researching, identifying, diagnosing, and troubleshooting both software and technical issues
• Manage customer expectations regarding estimated response times for issue resolution
• Meet SLA response and resolution times by partnering with internal customer success, engineering, and operations teams, while following standard procedures for proper escalation of unresolved issues
• Extensively research and document customer technical issues, working with our integration, product, engineering, and QA teams to deliver well-thought out and stable solutions to our customers' most important needs
• Run monitoring reports for usage, performance, and/or availability
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the support team
• Develop and maintain goodwill relationships with customer contacts

Requirements - Who you are

• Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
• 2-4 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
• AWS Certified Cloud Practitioner, Epic Systems and Cerner certifications, are preferred but not required
• Excellent troubleshooting and debugging skills
• Willing to work within teams providing evening and weekend coverage for critical applications
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Excellent customer service orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence