The Application Support Specialist will contribute to the successful and timely support and deployment of the TrakCare product by providing application knowledge in the functional areas of product support, requirements scoping, field design documentation and change request testing. The Applications Support Specialist will act as an ''expert'' product resource for our partners.
As Application Support Specialist, you must creative, motivated, and energetic problem-solvers. You will have the opportunity to work with some of the world’s leading organizations in healthcare. This position will also encourage and prepare you to take on other growth opportunities within the organization.
A mentor will help you identify and develop your application skills, professional, and personal skills for a successful career. Depending on your level of experience the training program can include: classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.
Responsibilities:
- Ready to work in the Support team.
- Provide immediate response to customer inquiries in accordance with service standards.
- Provide support to current installed based customers.
- Provide the link between our customers and the InterSystems Global Support organization.
- Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.
- Provide application support for the TrakCare Hospital Management System.
- Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.
- Escalate Open (unresolved) problems in accordance with current policies and procedures.
- Conduct individual and group training, product demonstrations and workshops as required.
- Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
- Be a Subject Matter Expert (SME) for TrakCare.
- Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
- If required, work with our partners to identify potential changes within the parameters of the product.
- Participate in on-site support if required.
- Participate in the on call 24-hour roster service.
Qualifications:
- General aptitude for solving problems and using technology to improve processes.
- Understanding and experience in product solutions support.
- Understanding and experience with Hospital Information Systems.
- Proven ability to think laterally and come up with innovative solutions for software product Support.
- Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect.
- An ability to handle multiple tasks simultaneously and within tight time constraints.
- Proven ability to work through problems with different customer groups achieving positive outcomes.
- Understanding and experience with Hospital Information, Patient Administration (PAS), Billing, and Revenue cycle management Systems
- Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls.
Education and Training:
- BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
