NextGen Healthcare · 6 hours ago
Specialist II, Technical Support
Remote GA
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Support multiple applications and solutions including client workstations, servers, hosted & virtual environments, and storage solutions.
Perform root cause analysis, develop checklists for resolution of typical problems, and recommend procedures and controls for problem prevention.
Consult with clients via telephone and remote access to deliver technical and/or application expertise for the company's products and services.
Diagnose, evaluate, research and resolve software and infrastructure-related issues.
Create or enhance detailed description(s) of client reported issue(s), record troubleshooting analysis, and document actions taken to resolve the issue(s) using support software for client interaction logging and tracking.
Review documentation and troubleshooting of cases handled/transferred by other Technical Support Analyst team members for thoroughness and accuracy of work completed and coach to correct deficiencies.
Author, edit, review knowledge articles for thoroughness and technical accuracy provide necessary edits and constructive feedback when needed.
Manage client initiated or internal escalations involving critical incidents or complaints by consulting with clients to resolve technical issues, diffuse situations, or seek assistance from Tier 3 Principal Technical Support Consultants or Leadership providing context for them to continue addressing the escalation.
Expand breadth and depth of knowledge of NextGen Healthcare solution(s), platform(s), and applicable 3rd party products through NextGen Healthcare product training and/or external technical courses.
Be available to participate in and provide support to NextGen Healthcare clients after-hours and/or on-call as part of a rotating schedule.
Assist junior analysts regarding policies, procedures, standards, checklists, and skills to enhance expertise of Tier 1 Support Analysts and improve the quality of support delivered to clients.
Perform other duties that support the overall objective of the position.
Qualification
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Required
Bachelor’s degree in Computer Science, Software Engineering or equivalent program.
3+ years' experience in a technical support role, preferably in healthcare technology.
Technology experience in software development, networking, system administration, hardware, operating systems, databases (Oracle and/or SQL), remote connectivity, security, or specific NextGen Healthcare or competitor application expertise.
Advanced knowledge of Structured Query Language (SQL) and tSQL triggers, stored procedures, etc. with ability to read/write at least one computer language such as PowerShell or Python.
Knowledge of open-source systems, software, protocols, components and standards including PHP, Apache, Linux, MySQL, Centos, Windows, Health Level Seven (HL7) and different standards for transfer of clinical and administrative data within Healthcare (Fast Healthcare Interoperability [FHIR], Digital Imaging and Communications in Medicine [DICOM]).
Knowledge of IT Infrastructure such as database solutions, operating systems, servers, networks, and hosting environments.
Knowledge of troubleshooting methodology.
Skill in customer service, analytical, problem solving, communication, interpersonal skills.
Ability to understand technical concepts related to applications integration with database and servers.
Ability to apply troubleshooting techniques to identify application malfunctions, isolate causes, and resolve issues.
Ability to work in a fast-paced environment.
Ability to stay organized, prioritize workload, multi-task, and meet deadlines.
Preferred
Relevant technical certifications are a plus, such as CompTIA A+, Microsoft, AWS, or Health IT.
Company
NextGen Healthcare
NextGen Healthcare offers a range of software, services, and analytics solutions to medical and dental group practices. It is a sub-organization of Quality Systems.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Mumbai Angels
2023-09-06Acquired
2015-02-16Series Unknown
Leadership Team
David Sides
President and CEO
T
Truong Le
Founder and CEO
Recent News
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2024-11-21
Company data provided by crunchbase
