Support Analyst

Ellkay, Llc; Elmwood Park (NJ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Smoke-Free Workplace

Equal employment opportunities

Job summary

ELLKAY, LLC is seeking a Support Analyst to troubleshoot and resolve issues across all ELLKAY software products. The role involves handling inquiries by phone or email, escalating appropriately, and managing multiple issues while maintaining clear communication with clients.

The position is full-time and office-based, with a focus on delivering timely, effective support and contributing to documentation and process improvements within a collaborative team.

Qualifications

• Excellent oral and written communication skills.
• Demonstrated organization and planning abilities.
• Strong critical thinking and problem-solving skills.
• Ability to exercise effective decision-making in a fast-paced environment.
• Ability to communicate professionally with people at all levels of the organization.

Responsibilities

• Respond to customer queries via email or possibly phone.
• Serve as the primary point of contact for all support communications, oral and written.
• Be available to engage with clients on the support queue and communicate status changes.
• Create and maintain accurate documentation for each support issue.
• Monitor work queue for proper severity process and escalation.
• Install and configure proprietary software solutions remotely.
• Provide first-level technical support and escalate when needed.
• Foster a professional work environment and advocate for the client.
• Recommend improvements in processes and tools used by the support team.

Skills

Communication skills

Organization

Problem solving

Decision making

Professionalism

HL7 knowledge

Networking basics

Education

Bachelor’s degree (preferred)

CS/IT or Business background (preferred)

2 years related experience (preferred)

Tools

VPN

SFTP

TCP/IP

Microsoft Office Suite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Support Analyst

Operations Support Full Time IN

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting‑edge technologies and solutions that drive their growth and interoperability strategies. Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data‑rich world. ELLKAY's experience, customer‑focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.

Job Description:

This is a full‑time, computer‑professional‑exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.

• Respond to customer queries in a timely and accurate way via email and possibly phone.
• Serve as the primary point of contact for all support communication, both oral and written.
• Be available to engage with clients on the support phone queue and communicate with team members on status changes.
• Create and maintain accurate documentation for each support issue.
• Available to actively monitor work queue for proper severity process.
• Communicate efficiently between management and other team members to create an amicable environment.
• Act is an advocate for the client by providing constant communication and proper escalation on client issues.
• Install and configure proprietary software solutions remotely.
• Serve as a first level of technical support for clients to troubleshoot issues and can elevate when needed.
• Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently
• Recommend improvements in both processes and tools used by the support team

Qualifications:

• Excellent oral and written communication skills
• Demonstrated organization and planning abilities
• Strong critical thinking and problem‑solving skills
• Ability to exercise effective decision‑making in a fast‑paced environment
• Ability to communicate professionally with people at all levels of the organization
• Experience working with different data formats (e.g., HL7, XML, CSV, etc.) (preferred)
• Knowledge/experience of/with networking and different connectivity solutions (e.g., VPN, SFTP, TCP‑IP, etc.)
• Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.) (preferred)
• Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
• Background in Computer Science, Information Technology, or Business (preferred)
• Bachelor’s degree from an accredited college or university (preferred)
• 2 years of related experience (preferred)

Additional Information:

ELLKAY is committed to fostering a collaborative and high‑performance work environment that supports innovation, teamwork, and professional growth. Most roles are designed to operate from our office locations to encourage effective collaboration and engagement across teams. Any alternative work arrangements may be considered at the company’s discretion based on role requirements and business needs. For more information about our company, please visit www.ELLKAY.com . ELLKAY is a Smoke‑Free Workplace.

ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.