Software Support Specialist
Harris Local Government/Computer Arts - Remote
Are you customer-service focused and have experience troubleshooting software questions? Be part of our team.
We strive to provide the highest level of customer service while taking the time needed to resolve our customers' questions. We are looking for individuals who can multitask, love working with customers, are detail oriented, have excellent communication skills, and can use advanced troubleshooting skills. Computer Arts, a division of Harris Computer is seeking a Software Support Specialist who will provide extensive software support and technical assistance to CAI’s clients and employees. He/she is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Software Support staff to resolve issues with CAI software products.
Responsibilities:
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Provide software, operating system and hardware phone support, troubleshooting and consultation to CAI Software Support clients.
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Conduct first level diagnosis of system defects; document, reproduce and submit work tickets as necessary.
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Resolve client inquiries and issues in a timely manner; communicate resolution effectively through email and phone communications.
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Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
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Manage open calls by identifying and prioritizing issues according to published policies.
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Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
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Evaluate technical issues and escalate to senior team member or department member if additional expertise or assistance is needed.
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Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications.
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Work closely with software developers to troubleshoot and debug programs; demonstrate a basic understanding of SQL to query and analyze client data.
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QA/Test software updates and revisions.
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Create end user documentation.
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Train new users on system functionality.
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Provide assistance to clients for standard workstation install of client software.
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Follow documented CAI policies and procedures.
Top Skills
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
