Respond to client-opened support tickets, providing clear and assertive guidance and direction.
Perform preventive maintenance and corrective actions for Dedalus Healthcare products related to processes.
Provide solutions to improve the client's daily operations.
Install software and hardware and perform performance analyses as needed.
Investigate issues and system defects and apply fixes, workarounds, or other reconciliation techniques.
Provide application training to users and remain continuously updated on the system.
Negotiate resolutions that are satisfactory to end users at various levels (technical, operational, and all management levels).
Develop configuration and operation manuals related to various Dedalus Healthcare products.
Clarify questions, adjust processes, and correct operational and system errors to ensure proper functioning within the contracted scope, among other tasks.

Pursuing a bachelor's degree in Information Systems, Computer Science, Computer Engineering, Systems Analysis, or a related field.
Excellent verbal, written, and interpersonal communication skills.
Prior knowledge of Dedalus Healthcare software or similar products, familiarity with hospital workflows, and demonstrated ability to learn new technologies.
Strong computer skills, including MS Office and web-based knowledge management systems.
Proven organizational and time-management skills.
Proven experience adapting to change and managing priorities.
Strong customer service skills when interacting with internal and external clients.
Solid understanding of the technical services business, product rollout processes, and the healthcare environment.
Must be eligible for national and international travel as required by the company.
Must be available to provide customer support at varying hours, including aligning with clients' schedules.
English or Spanish desirable (intermediate or fluent).
Knowledge of Linux and Windows Server operating systems.
Knowledge of networking.

The Dedalus Group is committed to providing an engaging and rewarding work experience that reflects the passion our people bring to our mission of helping physicians and nurses deliver better care to the communities they serve.
Our company is enriched by a diverse workforce of 7,600 people across more than 40 countries who work together to innovate and promote better healthcare options for millions of patients worldwide.

Support Analyst

Key skills