ZPAC · 1 week ago
Senior Product Support Analyst
Carmel, IN
Full-time
Onsite
Senior LevelZotec Partners is a company dedicated to transforming the healthcare industry, supported by a diverse team of professionals. The Senior Product Support Analyst will address complex software issues, lead technical efforts, and provide data-driven insights while mentoring junior staff and collaborating with various teams.
Hospital & Health Care
Responsibilities
Serve as a self-starter that can organize and manage priorities effectively in a fast-paced environment
Utilize excellent customer service and communication skills to manage expectations through clear communication with the business during the investigation and resolution process
Be the first line contact to answer business inquiries and leverage product knowledge in researching and troubleshooting
Provide clear and concise documentation around investigation and coordinate with our internal teams on client issues to reach a resolution
Train users in using Zotec applications to solve their inquiries
Preserve and grow your knowledge of our procedures, products, and services
Understand back-end systems and how Zotec applications interact with third-parties (SQL databases, AWS web services, AD policies, etc.)
Mentor junior support analysts and serve as a go-to expert for complex issues
Develop advanced SQL queries and analyze large data sets to investigate and/or fulfill client requests
Become a trusted partner that collaborates with technical and operational teams across the company
Partner with business stakeholders to identify defects and enhancements and define technical requirements
Qualification
Required
High school diploma or equivalent required
Technical experience using SQL
Ability to document, triage, escalate to internal teams, or resolve issues as they are discovered by our clients
Excellent verbal and written communication skills including the ability to create organized and comprehensive documentation
Assertive, resourceful self-starter with advanced analytical and troubleshooting skills
Adjust to changing priorities in fast-paced environment
Flexibility to work incoming support tickets as well as incoming phone calls
Ability to participate in a rotating on-call schedule for weekend and after-hours support
Preferred
Bachelor's degree in management information systems, computer science, information technology or other technical area preferred
Experience with Python, Splunk, and AWS preferred
Experience working in customer service role focused on software/technology
Company
ZPAC
ZPAC is comprised of small coalitions, clients, and industry peers who work closely with us to impact public policy advocacy on proposed regulation and legislation that directly impact the business of healthcare providers at the local, state, and federal levels.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase