Solution Support Analyst

Netsmart; Great River (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Netsmart is seeking a technical support professional to assist clients with a broad range of solutions, focusing on software questions, configurations, and bug reports.

The role involves diagnosing issues, documenting solutions for the team, and collaborating with R&D, IT, and cross-functional groups to ensure effective resolution.

Qualifications

• Bachelor's Degree or equivalent relevant work experience.
• 2+ years of experience in a customer service environment (preferred).
• Customer service experience in a technical role (preferred).
• Healthcare solution support experience (preferred).
• SQL database and query knowledge (preferred).
• Healthcare clinical workflow experience (preferred).

Responsibilities

• Provide technical support on solution application questions from clients regarding the company’s software.
• Analyze, diagnose, and resolve client questions or problems via various support platforms related to system configurations and setup, product functionality, bugs, and enhancement requests.
• Document problems and solutions on how to properly address client or product problems for widespread use throughout the support team.
• Correctly document and transfer issues that require more detailed analysis to more experienced associates; engage cross-function teams as appropriate.

Skills

SQL knowledge

Customer service experience (tech)

Healthcare workflow experience

Education

Bachelor's Degree or equivalent

Job description

Provide technical support across a broad range of solutions for clients

Responsibilities

• Provide technical support on solution application questions from clients regarding the company’s software.
• Analyze, diagnose, and resolve client questions or problems via various support platforms related to system configurations and setup, product functionality, bugs, and enhancement requests.
• Document problems and solutions on how to properly address client or product problems for widespread use throughout the support team.
• Correctly document and transfer issues that require more detailed analysis to more experienced associates; engage R&D, IT, and other cross-function teams as appropriate

Qualifications

Required

• Bachelor's Degree or equivalent relevant work experience

Preferred

• At least 2 years of experience in a customer service environment
• Customer service experience in a technical role
• Healthcare solution support experience
• SQL database and query knowledge
• Healthcare clinical workflow experience

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

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All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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