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Job Summary:

Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

Essential Functions/Major Job Responsibilities:

• Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues
• Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with productdevelopment staff, via problem record or issue case to improve on current design or to identify possible problems with design
• Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy
• Works directly with clients requiring basic product knowledge and basic troubleshooting skills
• Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis
• Responds to, works and closes cases within established timelines and SOP’s; Communicates accurate expectations to the clients
• Assists field technicians who are troubleshooting problems or repairing product.
• Works directly with mentor on skill development to build towards independence
• Knows when to escalate to the next tier level
• Participates in quality processes

Education:

Bachelor’s Degree (Preferred)

Work Experience:

0-2 years relevant work experience (Preferred)

Knowledge, Skills and Abilities:

• Knowledge of Allscripts Solutions, Allscripts clients and familiarity with the healthcare industry in general
• Ability to apply basic knowledge of solution features and functionality to ask rudimentary troubleshooting questions
• Understands and abides by Change Control Policy and Procedures
• Validates problem resolution with client and obtains permission for case closure
• Adheres to policies and processes as provided for client and internal environment access
• Collects information under direction by utilizing the appropriate diagnostics and tools

Working Arrangements:

• Primarily works in standard office environment or remotely
• On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs

Core Competencies:

Client Service (internal and external)

Competency Description:

Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficiency Level – Proficient

Behavioral Indicators:

Responds to clients’ needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients.

Competency Description:

Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.