Production Support Analyst Senior
Fully Remote Remote Worker - N/A
Job Type

Do you have experience as a Production Support Analyst Senior providing stellar client focused assistance with a complex, highly configurable cloud-based platform? Are you interested in joining a fast-growing software company delivering enterprise medical management solutions that empower our customers to provide member focused care? AssureCare is looking for motivated, team-oriented individuals to join an ambitious software company making a powerful impact in the healthcare industry.

Primary Responsibilities:

  • Monitor and respond quickly and effectively to incidents and defects received through the Client Support Service Desk by phone, email or portal
  • Provide Third level (Tier 3) contact and convey resolutions to customer issues
  • Follow up with customers, provide feedback and see problems through to timely resolution
  • Support, optimization, and customization of our MedCompass platform which leverages core Microsoft technologies
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup, network configuration, application configuration, SQL scripts and local client environmental impacts
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits (SLAs)
  • Talk clients through a series of actions, either via phone, email or chat, until the issue is resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Implementation team, Leads, Leadership)
  • Liaison between software developers and the user community
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their system is fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Deployment of service releases, patches, requests and customizations
  • Document internal procedures, technical knowledge in the form of Standard Operating Procedures (SOP) and manuals


Skills / Qualifications:

  • Proven work experience in technical product support engineering or similar role
  • Proven working experience in customer service, providing technical application help desk or client support for a web-based platform
  • Hands-on experience with Windows OS and cloud environments
  • Hands-on experience with MS SQL, SSRS, SSMS and Excel
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot technical issues
  • Familiarity with remote desktop applications and help desk software (e.g. ServiceNow, OnTime, Zendesk)
  • Excellent problem-solving, client facing and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

Eligibility Requirements:

  • Ability to work individually and as part of the team in a fast-paced Agile environment
  • BS/MS degree in STEM or related field; equivalent work experience in related field will be considered
  • Additional certification in Microsoft, Cisco, Citrix, or similar technologies is a plus

AssureCare® is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship. AssureCare® makes hiring decisions based solely on qualifications, merit, and business needs at the time. Furthermore, the Company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.