ABOUT THE POSITION The Technical Support Specialist is responsible for providing technical support for Sentact Solutions. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The Technical Support Specialist will need to have an understanding of each piece of the technical stack from the hardware layer to the application code.
The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Sentact may be a fit for you.
ESSENTIAL DUTIES & RESPONSIBILITIES
Maintain a working knowledge of Sentact supported products and technologies
Act as a technical resource
Identify, document, confirm product defects
Work with all levels of support to document resolutions and continually drive first call/first touch resolution
Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements
Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify workarounds and communicate to customers.
Troubleshoot and analyze databases, application servers and new technologies
Participate in root-cause analysis, communicate options for resolution and provide recommendations to customer-facing technical problems.
Contribute to documentation of technology best practices Perform data entry and report maintenance, as directed
May assist in client implementation and coordination of the build process
May be involved in deployment or training opportunities internally and with customers
Duties and technical issues may sometimes require extended work hours, including weekend and holidays with a rotating on-call schedule
KNOWLEDGE, SKILLS & ABILITIES
Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds
Works well in a team environment, as well as independently
Enjoys and excels at problem-solving and assisting others
Familiarity with networking, databases, and mobile applications
Ability to multi-task and prioritize multiple projects/clients simultaneously
Highly organized and detail-oriented; strong organizational skills
Strong interpersonal and leadership skills
Ability to make sound decisions based on customer needs and product knowledge
Self-motivated and able to work under pressure to deliver high-quality solutions
Ability to express understand complex technical concepts
Ability to diplomatically deal with upset or challenging customers
High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred
1-2 years product or technical support experience
Microsoft Office Suite
CRM Tools, including Salesforce.com
Remote access tools – Citrix, VPN etc.,
Travel may be required
Founded in 2002, Sentact Healthcare Solutions is a leader in rounding and on-demand software services for safety and compliance, support services, and the patient experience in the healthcare market. Our team includes healthcare leaders, developers, and process experts deeply experienced in healthcare operations and technology. We give healthcare organizations the tools to connect caregivers, automate workflow, and coordinate resources to drive improvement and provide better care at a lower cost.
Our fully integrated, cloud-based platform is quick to implement, easy to use, and extremely adaptable. This platform is the backbone of healthcare operations, creating a single point of contact for your quality, logistics, and hospitality needs. Our solutions are cost-effective and our clients typically see returns within months.
More than 450 ambulatory, acute, and long-term care customers have improved quality, lowered cost, and increased efficiency by using our technology.