EIS is seeking a Software Support Representative to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.
In this role, you will work closely with the Director of Client Services, and be supported by a great team, in providing exceptional customer service and development support.
What your impact will be
• Operate as a frontline, primary support liaison between EIS and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
• Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved
• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
• Maximize and maintain current knowledge and awareness of applications and related technologies
• Sound understanding of API and web services technologies and functions
• Email technology troubleshooting
What we are looking for:
• Ability to present Support webinars, both internally to staff as well as to customers via the Web
• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
• Ability to interpret requirements, and recommend solutions that best address clients' needs
• Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
• Strong ability to multi-task and prioritize work effectively
• Exceptional attention to detail and the ability to grasp concepts quickly
• Other duties as assigned by management.
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
