Customer Support Analyst (Applications)

Job Summary

This position is primarily responsible for working with customers to provide support for the company’s electronic patient record system, ChartMaxx, including embedded third party software and hardware. ChartMaxx is a mission critical, client/server application involving Windows and Web user interfaces, document management, workflow, Oracle, UNIX servers, and hierarchical storage management.


Principal Responsibilities:

Providing timely and accurate telephone support for customers in order to resolve client software/hardware issues. This work requires sophisticated trouble-shooting techniques to isolate and reproduce customer problems.
Where appropriate, design and implement configuration or programming changes necessary to resolve a problem.
Creating support documentation, including FAQ’s, technical notes, and documenting all issues and resolutions in our support tracking system.


Knowledge, Skills and Abilities:

Strong technical troubleshooting skills for software, hardware, and related network communications.
Strong oral and written communication skills, including the ability to communicate technical information to non-technical users.
Strong knowledge of Windows operating systems and PC hardware.
Strong analytical skills to assess problems or unusual situations and develop solutions
REQUIREMENTS
Minimum Qualifications:

Bachelor of Science in Computer Science or equivalent on-the-job experience is preferred.
Experience with development or support of a large, client/server application.
Minimum 4-5 years experience working with:
Windows Operating systems (Win 2000 & XP)
Technical Customer Support
PC hardware and Peripherals
Networking
Windows servers
Citrix
Web based applications
Windows programming experience desired, but not required.
Occasional travel may be required.