• 2+ years of work experience, preferably in a healthcare software environment
  
• Must demonstrate an ability to learn complex business software and master best practice use of the software
  
• Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues
  
• Must have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data
  
• Strong analytical capabilities, data analysis techniques and common database query skills
  
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
  
• Strong interpersonal and communication skills
  
• Experience working in a SaaS model a plus
  
• Proficient in the Windows operating system
  
• Ability to manage multiple concurrent priorities and meeting deadlines
  

Job Responsibilities:

• Triage and prioritize escalated customer cases from the Customer Support team
  
• Communicate with customers to precisely define software cases
  
• Use SQL database queries and scripts to gather detailed information on customer support cases
  
• Identify and provide workarounds for customer cases whenever possible
  
• Design, test and implement simple data scripts
  
• Communicate case resolutions to customers
  
• Provide best practice direction on software use to help users avoid recurrence of cases.
  

Key Skills: