Vocera Product Support Services Analyst

Eclipsys is an award-winning innovator of health information technology solutions, providing software and services to more than 1,500 leading institutions worldwide. Today we boast revenues in excess of $300 million, have more than 2,200 employees, and provide technology solutions to all of the hospitals selected as ?America's Best? by US News and World Report annual survey. We are driven by a vision to help set the standards for efficiency and overall quality of healthcare with the products and services we provide.We are currently seeking a Vocera Product Support Services Analyst for the Technical Team of the Clinical CareCenter located in Atlanta, Georgia. We seek self-starters with tons of commitment who work well in environments with constantly changing priorities.Roles and Responsibilities:The Product Support Services Analyst provides real time support for external clients through a variety of contact points including incoming calls, web requests, as well as service requests logged into Clarify, the corporate case management system. The position requires reliability for scheduled shifts and flexibility for on-call schedules.Major responsibilities include:
Customer Cases:
Responsible for the day-to-day Level I and Level II operation of Eclipsys Vocera support of partners and vendors products.
Provides client assistance promptly and accurately to ensure client satisfaction by using proper departmental procedures for call control, problem resolution, reporting and escalation.
Product Knowledge:
Become a Vocera SME by maintaining personal knowledge of the Vocera product by initiating research through all appropriate resources. Develops knowledge of product installation.
Debugging/Troubleshooting:
Use product specific diagnostic tools and techniques to resolve customer issues. Dial into customer sites to collect and analyze data in the appropriate format as a means to troubleshooting issues. Reproduce issues, document results and present issue resolution to customers.
Process Control/Documentation:
Follows department standards for case note entries in Clarify system.Ideal Profile
Ability to communicate effectively with customers and employees.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to read, and interpret documents and write routine reports and correspondence.
Ability to manage daily tasks and projects to conclusion. Clearly understands the priorities of the department and makes adjustments to tasks as appropriate.
Ability to work as an effective member of a team from a variety of departments within the company. Must use multiple forms of communication (i.e. phone, email, mail) to achieve objectives of position. Interacts often with customers, vendors and others from inside the company.Job Requirements
Skills and Experience Required:
Experience with PDA/Handheld devices.
Excellent verbal communication, customer support and telephone etiquette skills
Ability to make independent decisions and handle stressful customer support situations
Must have a proven track record for identifying and quickly resolving a wide variety of wireless network, software and hardware issues.
Experience in a help-desk environment
Skills and Experience Desired
Previously attended a 2 week Vocera product training course provided by Vocera.
A+ MS certification or equal experience,
Experience in and/or knowledge of healthcare industry and business practices
Enterprise application support experience including product installation/hotfix deployment preferred.
Consider joining our team. We offer a competitive salary, comprehensive benefits, and an entrepreneurial, innovative, team-oriented environment.For fastest response, please apply athttp://eclipsys./ENG/candidates/Eclipsys is proud to be an equal-opportunity employer. / gj-hh