Technical Support Analyst

WellSky; Kansas; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Excellent medical benefits

Dental and vision coverage

Paid holidays

401(k) retirement plan

Education assistance

Job summary

The Technical Support Analyst at WellSky provides technical support to clients, defining problems and working with engineering teams to test, validate, and resolve issues using SQL. This opening is on the Blood Management Support team.

Responsibilities include reviewing escalated application issues, assisting QA to identify and resolve client-facing problems, and documenting Salesforce cases with investigation steps, outcomes, and next steps.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2-4 years relevant work experience.
• 2+ years troubleshooting software applications using SQL and other tools.
• Knowledge of database systems, networking fundamentals, and system integrations.

Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering and quality assurance teams to identify, debug, test, and resolve client-facing issues.
• Document Salesforce cases with investigation steps, outcomes, and next steps while including client communications.
• Escalate and document unresolved issues and maintain ownership through resolution.
• Ensure required response times and resolutions are met.
• Perform other job duties as assigned.

Skills

SQL

Database basics

Networking basics

Troubleshooting

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL.

This opening is with our Blood Management Support team. If the details below sound like you, we invite you to apply today and join us in shaping the future of healthcare!

Key Responsibilities:

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering and quality assurance teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Perform other job duties as assigned.

Required Qualifications:

• Bachelor's Degree or equivalent work experience
• At least 2-4 years relevant work experience
• 2+ years of experience troubleshooting software applications, databases, interfaces, or system integrations using SQL and other technical analysis tools
• Knowledge of database systems, networking fundamentals, and system integrations, with the ability to investigate and resolve complex technical issues

Preferred Qualifications:

• Experience providing technical support for web-based or SaaS software applications
• Experience supporting system interfaces, integrations, or data exchange processes between software applications
• Experience using SQL for application support, troubleshooting, and database analysis
• Experience providing technical support for healthcare, clinical, laboratory, or EMR/EHR software applications.

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

#LI-Onsite

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

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