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Job Description: The Sr. Specialist I, Technical Support is responsible to provide advanced technical and/or application support on various issues related to software, hardware, and peripherals, while exercising advanced problem analysis, using a wide variety of systems, analysis techniques, and troubleshooting procedures to resolve difficult client issues.
- Work on assigned incidents minimal to no supervision to isolate cause(s) and make decisions on the correct means to resolve.
- Consult with clients via telephone and remote access to deliver advanced technical and/or application expertise for NextGen Healthcare products and services.
- Perform root cause analysis, develop checklists for resolution of difficult problems, and recommend procedures and controls for difficult problem prevention.
- Apply advanced troubleshooting methodology by asking questions, recreating the issue, performing in-depth research, isolating cause(s) of the issue, identifying possible solutions, and resolving the issue with the client.
- Conduct advanced research into difficult software and infrastructure-related issues.
- Reinstall and configure products as needed.
- Create or enhance detailed description(s) of difficult, client reported issue(s), record troubleshooting analysis, and document actions taken to resolve the issue(s) using support software for client interaction logging and tracking.
- Review documentation and troubleshooting of cases handled by other team members for thoroughness and accuracy of work completed and coach to correct deficiencies.
- Author, edit, review knowledge articles for thoroughness and technical accuracy provide necessary edits and constructive feedback when needed.
- Manage client initiated or internal escalations involving difficult critical incidents or complaints by consulting with clients to resolve technical issues, diffuse situations, or seek assistance from other Support team members or Leadership providing context for them to continue addressing the escalation.
- Guide other Support team members with handling escalations when necessary.
- Consult with internal teams (including but not limited to Support, Product Development, Research & Development, Professional Services, Account Management, and Customer Care) to deliver timely, effective, technical expertise and resolve difficult incidents reported by clients using NextGen Healthcare software products.
- Expand breadth and depth of knowledge of NextGen Healthcare solution(s), platform(s), and applicable 3rd party products through NextGen Healthcare product training and/or external technical courses.
- Participate in and provide support to NextGen Healthcare clients after-hours and/or on-call as part of a rotating schedule.
- Mentor and coach junior analysts regarding policies, procedures, standards, checklists, and skills to enhance expertise of Tier 1 and Tier 2 Support Analysts and improve the quality of support delivered to clients.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor's degree.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 6+ years experience in a technical support role including three (3) years in healthcare technology.
- Technology experience in software development, networking, system administration, hardware, operating systems, databases (Oracle and/or SQL), remote connectivity, security, or specific NextGen Healthcare or competitor application expertise.
License/Certification Required:
- Technical certifications are a plus, such as CompTIA A+, Microsoft, AWS, or Health IT.
Knowledge, Skills & Abilities:
- Knowledge of:Advanced knowledge of Structured Query Language (SQL) and tSQL triggers, stored procedures, etc. with ability to read/write at least one computer language such as PowerShell or Python along with knowledge of open-source systems, software, protocols, components and standards including PHP, Apache, Linux, MySQL, Centos, Windows, etc. Data Manipulation Languages such as Structured Query Language (SQL) and Procedural Language/Structured Query Language (PL/SQL); Health Level Seven (HL7) and different standards for transfer of clinical and administrative data within Healthcare (Fast Healthcare Interoperability [FHIR], Digital Imaging and Communications in Medicine [DICOM]); of IT Infrastructure such as data base solutions, operating systems, servers, networks, and hosting environments; troubleshooting methodology; NextGen Healthcare or competitor products and solutions.
- Skill in:Problem solving with initiative and resourcefulness; working as member of a team in a virtual environment; communicating effectively and professionally with internal colleagues and external clients/partners; establishing and maintaining effective working relationships.
- Ability to:Understand technical concepts related to applications integration with database and servers; apply troubleshooting techniques to identify application malfunctions, isolate causes, and resolve issues; Work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines; stay organized and manage time.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
May 02, 2024