Description

Key Skills: API Support, OAuth, OpenID, SOAP, REST, JavaScript, SQL, HL7, XML, Data Analysis

Good to Have Skills: Experience with AI tools for enhanced product management practices. AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems experience is a plus. Performance monitoring technologies and diagnostic tools knowledge. Cloud infrastructure or scalable, high performance web applications experience. Prior experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset. Sales Force/Service Cloud and Confluence experience. Knowledge-Centre Support (KCS) experience. ITIL principles knowledge is beneficial.

Roles & Responsibilities:

• Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance.
• Troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions as a member of the Customer Support Department.
• Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues.
• Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.
• Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers.
• Be available to work between the hours of 8am to 8pm EST weekdays, occasional weekends, and on-call as required.
• Coordinate and execute internal and external meetings to resolve problems and maintain effective communication with stakeholders.
• Contributing to and helping maintain knowledge base tool to ensure comprehensive documentation and resource availability.

Experience Required: 1-2 years of SaaS support experience with aptitude for data analysis and interpretation or Quality Assurance experience. 1-2 years RDBMS experience, preference for SQL Server.

Education: Post-secondary education preferably in Information Technology or related field

Key Skills

Education

Any Graduate