Solutions Analyst – TAM, Customer Support

Role Overview

• You are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases.
• As a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues.
• It is equally important to accurately communicate system behaviors and next steps internally and externally.
• Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance.
• As a member of the Customer Support Department, your main area of responsibility will be to troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions.
• Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues.
• Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.
• Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers.
• Be available to work between the hours of 8am to 8pm EST weekdays, occasional weekends, and on-call as required.
• Coordinate and execute internal and external meetings to resolve problems.
• Contributing to and helping maintain knowledge base tool.

Requirements

• Post-secondary education preferably in Information Technology or related field
• 1-2 years of SaaS support experience
• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• Aptitude for data analysis and interpretation or Quality Assurance experience.
• Experience supporting API’s, Oauth, OpenID, SOAP, REST, JavaScript, SQL, HL7 and XML.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
• Strong technical investigative and analytical skills.
• Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus
• Experience with performance monitoring technologies and diagnostic tools
• Experience with Cloud infrastructure or scalable, high performance web applications
• Prior experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset
• 1 -2 years RDBMS experience, preference for SQL Server
• Experience with Sales Force/Service Cloud, Confluence
• Experience with Knowledge-Centre Support (KCS).
• ITIL principles a plus

Tech Stack

• Cloud
• JavaScript
• RDBMS
• SOAP
• SQL

Benefits

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!