Senior Application Support Analyst

Job Description

Work in a team environment to troubleshoot issues on Intrahealth’s Profile electronic medical record (EMR) software. Assisting customers with software related questions, diagnosing and determining product defects and ensuring proper documentation of all issues to resolution.

Relationships: Reports to Team Manager, Application Support.

Responsibilities

  • Ticket each issue / query with proper documentation and notes
  • Answer the phone and emails in a prompt / efficient manner
  • Follow proper escalation procedure for issues
  • Troubleshoot all issues that occur

Skills and Qualifications

  • Completion of, or working towards completion of, a certificate or diploma in a technology field OR relevant experience in a technical contact center environment
  • Excellent oral and written communication skills with the ability to express ideas clearly in writing or over the phone
  • Effective interpersonal skills with the ability to deal professionally with people in a tactful and respectful manner, and to maintain effective working relationships with customers
  • Effective organizational skills and the ability to work well under pressure with frequent interruptions, cope with a demanding workload, and to meet deadlines
  • Ability to work independently and collaboratively as part of a team
  • Ability to perform assignments with minimal supervision and to take initiative
  • Excellent problem-solving skills and able to think “outside the box” for creative solutions
  • Resourceful - able to find answers to problems using limited resources
  • Ability to comprehend, explain and follow complex guidelines, policies, and procedures
  • Proficiency with Microsoft Workstation and Server technologies and networking fundamentals

Job Type: Full-time