The Role
Act as a trusted advisor to customers, providing technical guidance, incident management, operational support, and capacity planning. Collaborate with cross-functional teams, troubleshoot hardware/software/OS issues, maintain system health, perform gap analyses, and drive improvements to ensure service reliability and customer satisfaction.
Summary Generated by Built In
Job Description:
Serve as a trusted advisor who provides advice and support to clients on services and best practices, as well as ongoing operational issues. This role directly influences client interaction with NextGen products.- Support solutions, provide technical guidance and advocate for the customer.
- Ensure environments remain operationally healthy whilst reducing cost and complexity.
- Develop trusting relationships with customers, understanding their business needs and technical challenges.
- Drive technical discussions regarding incidents, trade-offs, and risk management.
- Collaborate and partner with Solutions Architects, Business Developers, Professional Services Consultants, Sales Account Managers, and C-suite executives.
- Provide detailed reviews of service disruptions and all metrics.
- Proactively problem solve and find opportunities for customers.
- Develop methods, techniques, and evaluation criterion for obtaining results.
- Work with operations, to provide ongoing maintenance including updates, patching, and antivirus updates.
- Troubleshoot and resolve issues in assigned technology including hardware, software, operating systems and application-related issues; conduct performance monitoring, systems health checks and capacity planning.
- Report progress of the project / task to all stakeholders in a timely and efficient manner.
- Identify /document issues prior to client impact. Work directly with individuals and teams from different areas of the organization to drive product improvement.
- Support clients undertaking gap analysis between current and future state so that the configuration of solutions meets client needs.
- Perform other duties that support the overall objective of the position.
- Bachelor's degree.
- Or, any combination of education and experience which would provide the required qualifications for the position.
- 5 years' relevant experience as Technical Accountant Manager or similar.
- Cloud Hosting expertise with a preference towards AWS knowledge and certifications.
- Experience in the medical field preferred.
Knowledge, Skills & Abilities:
- Knowledge of: Troubleshooting hardware, software, operating systems and application-related issues; conduct performance monitoring, systems health checks and capacity planning; Cloud hosting; AWS; Microsoft Office.
- Skill in: Leadership through critical incidents; communication, organized, problem solving, collaboration, technical acumen and customer focus.
- Ability to: Work effectively in a fast-paced environment, prioritize workload, multi-task, and meet deadlines.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Antivirus
AWS
Cloud Hosting
MS Office
Nextgen
Operating Systems
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The Company
What We Do
NextGen Healthcare is on a relentless quest to improve the lives of those who practice medicine and those they care for. We provide tailored solutions to fit the precise needs of ambulatory practices, as they strive to reach the quadruple aim while navigating the journey of value-based care. The result? Healthier patients and happier providers.
