Support Analyst

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Operations Support Full Time IN

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.

Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world. ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.

Job Description:

This is a full-time, computer-professional-exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.

• Respond to customer queries in a timely and accurate way via email and possibly phone.
• Serve as the primary point of contact for all support communication, both oral and written.
• Be available to engage with clients on the support phone queue and communicate with team members on status changes.
• Create and maintain accurate documentation for each support issue.
• Available to actively monitor work queue for proper severity process.
• Communicate efficiently between management and other team members to create an amicable environment.
• Act is an advocate for the client by providing constant communication and proper escalation on client issues.
• Install and configure proprietary software solutions remotely.
• Serve as a first level of technical support for clients to troubleshoot issues and can elevate when needed.
• Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently
• Recommend improvements in both processes and tools used by the support team

Qualifications:

• Excellent oral and written communication skills
• Demonstrated organization and planning abilities
• Strong critical thinking and problem-solving skills
• Ability to exercise effective decision-making in a fast-paced environment
• Ability to communicate professionally with people at all levels of the organization
• Experience working with different data formats (e.g., HL7, XML, CSV, etc.) (preferred)
• Knowledge/experience of/with networking and different connectivity solutions (e.g., VPN, SFTP, TCP-IP, etc.)
• Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.) (preferred)
• Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
• Background in Computer Science, Information Technology, or Business (preferred)
• Bachelor’s degree from an accredited college or university (preferred)
• 2 years of related experience (preferred)

Additional Information:

ELLKAY is committed to fostering a collaborative and high-performance work environment that supports innovation,…