Application Support Specialist II

Summary: The primary role of the Application Support Specialist II is to assist with turning new and current MedInformatix customers into satisfied fans. This position will interface with customers on a daily basis by providing over the phone support, through on-line web-sessions, and possibly in person. The Application Support Specialist II will provide expert training and high-level support to all levels of staff at busy Doctors’ Offices, Medical Practices, and Radiology Clinics.

Essential Duties and Responsibilities:

· Receives, researches, and resolves customer questions and problems within 51-75% of the software and related troubleshooting Microsoft Operating systems, networking issues, and possibly SQL Programming.

· Develops effective working relationships with the client, IT Staff, and internal team members from all departments

· Demonstrates a high level of composure, professionalism, communication, and knowledge to contribute to Company’s strong emphasis on customer satisfaction and loyalty

· Conducts problem determination using basic troubleshooting skills, documented procedures and available tools

· Records problem symptoms and status information in the Company’s Customer Relationship Management tool (salesforce.com) in a timely fashion in an effort to communicate with and properly utilize senior technical staff and engineering team to resolve customer issues

· Provides train-the-trainer (Super-User), end-user training to the customer and internal staff

· Creates documentation for internal and external publication

· Coordinates all phases of Implementation or Support-Related projects

· Works well in a high-volume, high-stress environment

· Strives to acquire and maintain a current knowledge of MedInformatix products, Support procedures, practices, and policies

· Strives to acquire and maintain a current knowledge of Healthcare Revenue Cycle and Medical Practice-related information, workflows, regulations, and policies

· Available for on-call rotation as assigned

· Relies on extensive experience and judgement to plan and accomplish goals

· Works under general supervision

· A certain degree of creativity and latitude is required

· Typically reports to a supervisor or manager

· Other duties as assigned

Qualifications Guidelines:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

· Bachelor’s Degree in Computer Science or Information Systems and at least 3 years of experience in the field or in a related area or 2 years of MedInformatix Software knowledge.

· Advanced Proficiency in Microsoft Office Application Suite, Video Conferencing Tools, VPN connections tools.

· Experience and knowledge with SQL Server, Transact SQL, SQL Management Studio, writing SQL, Stored Procedure, and reports.

· Experience with troubleshooting Windows Server OS Platform

· Experience with general IT networking troubleshooting

· Knowledge of Virtualization Technologies

· Knowledge or Familiarity of HTML,XML, Json, FHIR, IIS, ANSI X12 (EDI) Protocol, outpatient healthcare and/or Radiology is a plus.

· A self-starter able to work independently but comfortable working in a team environment

· A strong dedication to customer service training ability/experience is required

· Minimum 2 years in a customer service technical support role.

Language Ability:

Strong interpersonal communication skills are required. The successful candidate/employee will be required to use written and oral communication skills. The ability to read, write and comprehend complex instructions, correspondences, and memos is necessary. It also requires the ability to read, analyze, create and interpret general business memos and documents. Must be able to patiently explain processes and procedures and communicate well with co-workers and clients.

Math Ability:

This position requires basic business math skills.

Reasoning Ability:

The position requires strong analytical skills and the ability to think outside the box. Must possess the ability to manipulate, analyze and interpret data

Supervisory Responsibilities:

None

Physical Demands:

This position may require long hours sitting and using office equipment and computers. There may also be extensive lifting of supplies and materials. The use of hands and arms to reach for, grasp and manipulate objects is required.

Special Requirements/Certification:

None

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor, policy and company management.