Technical Support Analyst

Wellsky; Overland Park (KS); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Mental Health support

Paid time off

13 holidays

401(k) retirement

Job summary

WellSky is seeking a Technical Support Analyst to provide timely, client-focused technical support for our Post Acute Care Facilities team. You will troubleshoot issues, coordinate with engineering, and document resolutions.

Ideal candidates have a Bachelor’s degree, 2–4 years of relevant experience, and familiarity with Salesforce cases. You’ll work to meet response times and may need irregular hours.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 2–4 years of relevant work experience.

Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering and QA teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to reflect investigation steps, outcomes, and next steps.
• Escalate and document unresolved issues and own them through resolution.
• Ensure required response time and resolution times are met.
• Perform other job duties as assigned.

Skills

Technical troubleshooting

Customer service

Salesforce knowledge

Clinical environment experience

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. This opening is with our Post Acute Care Facilities Support team.

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

Preferred Qualifications

• Experience working in a clinical environment

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

Benefits

• 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 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.

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.

Data Privacy Notice for Job Applicants and Teammates

WellSky is a technology company leading the movement for intelligent, coordinated care worldwide. Our next-level software, analytics, and services power better outcomes and lower costs for stakeholders across the health and community care continuum. In today’s value-based care environment, WellSky helps providers, payers, health systems, and community organizations solve tough challenges, improve collaboration for growth, harness the power of data analytics, and achieve better outcomes by further connecting clinical and social care.