Technical Support Analyst - Tier 2
Professional Services Minneapolis, Minnesota Minneapolis, Minnesota
Description
A job at Provation is your chance to make a difference in the lives of medical professionals and their patients who depend on our software each and every day. Provation is the premier software provider of procedure documentation, workflow automation, and clinical decision support solutions and trusted by leading physicians globally. As a market leader for more than 25 years, we proudly serve thousands of hospitals, surgical facilities, physician groups and medical offices, including 19 of the top 20 U.S. hospitals and health systems and all 20 of the top 20 ASC management companies.
Provation software helps providers increase operational efficiencies, business profitability, and regulatory compliance by improving quality, streamlining workflows, and enabling insights. For you, that means working on a team that is passionate about finding innovative solutions to meet customer needs, as well as improving and making a difference in the healthcare industry.
In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. At Fortive inclusion and equality are inextricably linked within our core values. Just as we invest in our teams' health and wellbeing, we continuously improve on our promise to deliver equitable benefits and offerings for all. Together, we are stronger, and we can harness the power of the Fortive Business System to better serve our healthcare customers with innovative digital offerings and industry-leading productivity solutions that clinicians can trust.
Job Summary:
The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.
Duties & Responsibilities:
Provide exceptional customer support to all Provation customers
Maintain professional, friendly approach with customers
Listen to customer's needs and take appropriate measures to assist them
Actively assist with Provation's customer call center
During periods of high call volume, take customer calls as needed
Field customer interactions via phone and email
Create and manage cases in Salesforce.com
Thorough documentation is required
Ensure Service Level Agreements are being met
On-call for Provation MD and Apex products
Be escalation point for tier 1 on-call
Assist with overflow for tier 1 on-call
Own urgent issues, escalating as appropriate to others after hours, including development, DevOps, DevSecOps, and management
Troubleshoot and resolve complex issues
Recover customer databases
Troubleshoot application performance problems
Use systematic troubleshooting approach to determine root cause and solve issues
Thorough documentation is required
Lead conference calls and meetings related to escalated customers
Manage issues lists
Participate/lead scheduled conference calls with customer contacts
Participate/lead internal meetings to drive resolution of complicated issues
Provide frequent follow-up with customers
Document action plan and update case information
Contribute content to our knowledge management system and customer website
In addition to the above, assist with one or more special projects, as needed and directed by support management, including:
Beta update and hotfix deployment
Salesforce.com (CRM, Knowledge, and/or Community) administration
Customer issue trending and reporting
Training needs for the customer support team related to products and/or processes
QA to test fixes/software changes
Product documentation reviews/approvals
Technical ownership for one or more of our top tier customers (by maintenance contract)
Any other duties as assigned by customer support management
Job Requirements:
Education & Experience
Two-year or four-year college degree or equivalent work experience
2+ years of working knowledge for:
Computer operating systems
Software troubleshooting techniques
4+ years of previous customer support experience is preferred
Experience managing escalated customers
Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus
Experience in the healthcare industry is a plus
Other Knowledge, Skills, Abilities or Certifications:
Strong technical aptitude
Experience in Salesforce or another customer relationship management system (CRM) is a plus
Participation in knowledge share through established knowledge management system (KMS) is a plus
Must be able to work independently while actively supporting a strong team environment
Excellent interpersonal skills
Excellent written and oral communications skills
Energized by the challenge of identifying new opportunities
Experience working within premise-based product model is a plus
Purpose:
Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we're guided by our core values - Provation CARES:
Community:We have a shared sense of improving healthcare, enriching the broader world we live and serve.
Accountability:We own it and get it done with integrity.
Respect:We build diverse teams that collaborate and communicate with positive intent and trust.
Excellence:We welcome new ideas as we innovate quality solutions.
Service:We are passionate about putting customers first
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.