Support Analyst

TELCOR Inc; Lincoln (NE); On-site; USD 60,000 - 80,000; Full time

Job summary

TELCOR Inc. is seeking a Support Analyst in Lincoln, NE to handle post-live customer communications via phone and email within the Point of Care (POC) department. The role reports to the Support Director and requires in-office work in Lincoln, NE.

The ideal candidate will have clinical help desk experience, strong communication and problem-solving skills, and a bachelor’s degree is preferred. TELCOR values integrity, innovation, and collaboration in delivering healthcare software solutions.

Qualifications

• Bachelor's degree preferred; experience in healthcare IT is a plus.
• Strong interpersonal and problem-solving skills.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Address post-live customer communication via phone and email.
• Use case management software to identify solutions and resolutions.
• Provide timely support and escalate unresolved issues as necessary.
• Participate in after-hours on-call rotation.

Skills

Clinical help desk experience

Strong communication skills

Problem-solving

Education

Bachelor's degree preferred

Job description

Employment Type: Full-time, Exempt

Founded in 1995 and headquartered in Lincoln, Nebraska with an office in San Francisco, California, TELCOR is a proven leader in healthcare software, delivering Point of Care (POC) middleware, Revenue Cycle Management (RCM) software, RCM managed billing services, and AI-driven solutions to hospitals, health systems, and independent laboratories nationwide. TELCOR is Great Place to Work Certified, and our core values — integrity, innovation, dedication, acceptance, passion, and collaboration — guide how we build products and work with one another.

Position: Support Analyst

Department: Point of Care (POC). Reports To: Support Director. Location: Lincoln, NE (In office). Employment Type: Full-time, Exempt.

Founded in 1995 and headquartered in Lincoln, Nebraska with an office in San Francisco, California, TELCOR is a proven leader in healthcare software, delivering Point of Care (POC) middleware, Revenue Cycle Management (RCM) software, RCM managed billing services, and AI-driven solutions to hospitals, health systems, and independent laboratories nationwide. TELCOR is Great Place to Work Certified, and our core values — integrity, innovation, dedication, acceptance, passion, and collaboration — guide how we build products and work with one another.

Responsibilities

POC Support Analysts address post-live customer communication received via phone calls and email. Customer communication may include, but is not limited to, problem reporting, troubleshooting assistance, sales assistance, implementation assistance, questions, etc. Support Analysts will use the case management software to search and identify, relevant solutions and resolutions. They'll work with the customer to provide timely support and elevate unresolved issues as necessary. Support Analysts will monitor cases and follow-up as necessary and they will participate in the after hours on-call customer support rotation.

Please see the job description for a complete list of responsibilities.

Qualifications And Requirements

The ideal candidate will have clinical help desk experience and exceptional team first interpersonal, organizational, and problem-solving skills. They will be self motivated, dependable, and have a knack for explaining technical issues to non-technical people. A bachelor's degree is preferred. POC Support Analysts embrace the TELCOR POC quality management system (QMS) and its complaint management process.

Work Environment

This role requires the ability to work from within our Lincoln, NE office.

TELCOR is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other characteristic protected by law.

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