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SAS · 4 days ago

Sr Associate Technical Support Engineer

US-NC-Cary HQ

Full-time

Hybrid

Entry, Mid Level

2+ years exp

SAS is a leader in data and AI, inspiring customers worldwide to transform data into intelligence. The Sr. Associate Technical Support Analyst will provide Help Desk Support for the North Carolina Health Information Exchange, resolving customer issues related to third-party software systems and participating in outreach efforts.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

Responsibilities

Help Desk/Call Center Customer Support: Monday-Friday, Evening Shift (10:00am to 6:00pm ET)

Provides customer and technical support to HIE customers/participants by taking telephone calls and emails on all product areas

Assists with user credentialing and password resets

Provides information on documented problems and focuses on resolving issues

Actively communicates internally and externally while applying all HIPAA protected PII and PHI rules and policies

Participates in the HIE auditing communication and remediation process

Collaborates with experts across departments/divisions and escalates to the Production Support and project teams as needed

Accurately documents details in the ticket tracking system during the entire track life cycle

Communicates effectively with Customers/Participants and maintains proactive contact during all efforts

Sets and manages expectations for both internal and external Customers

Serves as an advocate and liaison between the user community and the rest of SAS/NC HIEA

Participates in rotational, scheduled and shared after-hours on-call support (currently a monthly assignment with 0-1 calls per month)

Keeps team members and leadership informed of problems, suggestions, general comments and concerns as appropriate

Authors software usage, problem notes and Standard Operating Procedures

Suggests, manages, and implements special projects to assist Production Support, users, or other departments/teams/divisions

Solicits feedback on Help Desk/Technical Support services from peers and Participants

Ensure all applicable security policies and processes are followed to support the organization's secure software development goals

Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do

Qualification

Help Desk SupportTechnical SupportCRM SystemsSQLHealthcare ProcessesEMR/EHRsHIPAA ComplianceJIRAServiceNowCustomer OrientationCollaborationCommunicationProblem Solving

Required

Bachelor's degree in Computer Science, Engineering, Education, or related quantitative field or industry domain

2-4 years of relevant experience in software Help Desk/Technical Support, application usage training, software consulting, or supporting complex applications

Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above

An articulate professional with an understanding of Help Desk and Technical Support processes

Likes to resolve a wide range of issues in creative ways including workarounds and alternate solutions

Prior usage/understanding of CRM and defect ticketing systems such as JIRA and ServiceNow

Ability to work independently; receives minimal guidance on day-to-day work and new projects or assignments

Equivalent combination of related education, training and experience may be considered in place of the above qualifications

Preferred

Collaborating: Working cooperatively with others to help a team or work group achieve goals

Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others

Customer Orientation: Placing a high priority on the internal or external customer's perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs

Experience, exposure to, or willingness to learn: Healthcare processes, HCO applications, EMR/EHRs, HIPAA compliance, and clinical jargon

An HL7 integration engine (e.g., Intersystems Ensemble, Nextgen/Mirth, Rhapsody, Cloverleaf)

SQL with the ability to perform queries for support purposes

HTTP, FTP, TLS, VPN connections

Benefits

Comprehensive medical, prescription, dental and vision plans.

Medical plan options include: PPO with low annual deductible and copays.

HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).

Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!

An industry-leading 401k plan.

Tuition Assistance Program and programs and resources to support your development

Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.

Volunteer Time Off, parental leave and unlimited paid sick days.

Generous childcare benefits for all full-time employees.