Job Description

Support Analysts work directly with OpenTempo clients to provide real-time support and training for new and existing administrators, diagnose problems within our cloud-based workforce optimization platform for healthcare, and provide creative solutions.

The Support Analyst will primarily handle client tickets and calls to the Client Services team, and will work closely with peers around the company, including:

  • Management Consultants
  • Client Services/Primary Consultants
  • Implementation Specialists
  • Development

Success Criteria

  • Solid domain knowledge of all features common to OpenTempo systems
  • Suggests and acts on ideas to incrementally improve the product and/or internal processes; participates in discussions about new ideas and offers and executes creative solutions
  • Builds constructive relationships that can be leveraged when needed
  • Works with peers to solve problems with minimal noise
  • Encourages collaboration
  • Self-motivated and gets work done without reminders
  • Is well prepared for and arrives at work on time
  • Offers to help out in situations where help is needed but not required; volunteers for additional assignments
  • Able to communicate with individuals at all levels internally and at customer sites
  • Seldom gives up before finishing in the face of resistance or setbacks, and seeks collaboration and/or assistance when indicated
  • Strikes a balance between immediate task-oriented work and long-range improvements
  • Commitments are made with reasonable dates and are frequently achieved; those that aren't are pushed back proactively

Duties and Responsibilities

  • Develop a high degree of domain specific knowledge within OpenTempo
  • Staff the Client Services Support line for 8 hours between 8:30 am and 8:00 pm ET
  • Suggest ideas for improvement to the product and/or internal processes via the OpenTempo Help Center forums
  • Promote the use and content of the OpenTempo Help Center to colleagues and clients, and contribute to content when possible
  • Follow and adhere to all support policies, including ticket-handling practices
  • Provide feedback on current practices to appropriate parties
  • Manage OpenTempo client expectations
  • Deliver high quality results to our customers in timely fashion and escalate issues to senior team members as necessary to ensure high degree of client satisfaction
  • Successfully manage between 20 and 30 tickets of moderate complexity, at any given time, while maintaining a high satisfaction rating
  • Contribute to the improvement of the product and support processes through well thought-out suggestions to colleagues and Client Operations management
  • Perform any other duties or responsibilities assigned by the Client Services Manager

Qualifications

  • Minimum of 1 year technical support experience
  • Solid, creative, and flexible problem solving and analytical skills and the ability to translate into layman’s terms
  • Ability to build and maintain positive and productive client relationships
  • Ability to take direction and work independently
  • Ability to work outside of the traditional 8:00 – 5:00 work-day when necessary or requested to do so
  • Ability to build strong, lasting relationships with clients
  • Superb written and verbal communication skills
  • Experience with SQL, JasperForge, JavaScript and clinical healthcare environments are all a plus

 

If you are interested in applying for this position please email your resume to: hiring@opentempo.com