ELLKAY

Senior Analyst, Support

ELLKAY

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $70,000 - $90,000 per year

Job Level

Senior

About the role

  • Respond to customer queries in a timely and accurate way via email and possibly phone.
  • Serve as the primary point of contact for all support communication, both oral and written.
  • Be available to engage with clients on the support phone queue and communicate with team members on status changes.
  • Create and maintain accurate documentation for each support issue.
  • Available to actively monitor work queue for proper severity process.
  • Communicate efficiently between management and other team members to create an amicable environment.
  • Act as an advocate for the client by providing constant communication and proper escalation on client issues.
  • Install and configure proprietary software solutions remotely.
  • Serve as a first level of technical support for clients to troubleshoot issues and can escalate when needed.
  • Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently.
  • Recommend improvements in both processes and tools used by the support team.
  • Attend training for enhanced technical or leadership knowledge.
  • Participate in QA and Metrics discussions and mentor support analysts as needed.
  • Lead or attend 1:1’s for fellow team members to enhance mentorship and leadership development as needed.

Requirements

  • Excellent oral and written communication skills
  • Solid knowledge of networking and different connectivity solutions (e.g., VPN, SFTP, TCP-IP, etc.)
  • Demonstrated organization and planning abilities
  • Strong critical thinking and problem-solving skills
  • Ability to exercise effective decision-making in a fast-paced environment
  • Ability to communicate professionally with people at all levels of the organization
  • Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.)
  • Experience working with different data formats (e.g., HL7, XML, CSV, etc.)
  • Knowledge of healthcare data & workflow
  • Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
  • Background in Computer Science, Information Technology, or Business
  • Minimum of 4 years of related experience
  • Bachelor’s degree from an accredited college or university (preferred).
Benefits
  • Medical, Dental, and Vision benefits
  • Employer-paid Life and LTD
  • 401k w/ matching – once eligibility is met
  • Work/life balance
  • Paid Volunteer Program
  • Flexible working hours
  • Generous FTO
  • Remote work options
  • Employee Discounts
  • Parental Leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
networkingVPNSFTPTCP-IPHL7ORMORUADTSIUDFT
Soft Skills
oral communicationwritten communicationorganizationplanningcritical thinkingproblem-solvingdecision-makingmentorshipleadershipteam collaboration