ABOUT US AND ABOUT YOU

SullivanCotter partners with health care and other not-for-profit organizations to understand what drives performance and improve outcomes through the development and implementation of integrated workforce strategies. Using our time-tested methodologies and industry-leading research and information, we provide data-driven insights, expertise, and solutions to help organizations align business strategy and performance objectives – enabling our clients to deliver on their mission, vision, and values.

Clinician Nexus, a subsidiary of SullivanCotter Inc., enables health care organizations to build thriving clinician teams with industry-leading technology products, workforce and compensation analytics, and automated workflow solutions. Backed by extensive technical expertise and industry-leading data, we deliver innovative approaches to help clients to plan, educate, and engage their clinical workforce at every stage of the lifecycle. We are committed to providing our clients with outstanding guidance and support as they focus on shaping the future of health care.

The Technical Product Support Specialist will join a small but growing team to work with our clients, post-implementation, on all requests and respond to questions and issues arising from their use of Clinician Nexus software. The position is ideal for candidates that demonstrate strong analytic capabilities, experience with data management, automation and technology and a desire to assist customers in the health care industry. You will be responsible for troubleshooting and documenting customer issues and ensuring a timely resolution to customer requests for assistance. We are looking for a problem solver who can work in a flexible, sometimes ambiguous environment, with the ability to understand technical problems from nontechnical customers and communicate very clearly using the highest level of customer service and impeccable documentation.


PRIMARY ACCOUNTABILITIES

Duties include, but are not limited to:

  • Assist customers with understanding product functionality.
  • Field requests and questions that are coming in via chat, email and, at times, on the phone.
  • Direct customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
  • Diagnose software issues by reviewing software setups and configuration, system settings, data, etc.
  • Troubleshoot application errors, including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
  • Escalate suspected software defects to our Technical Team with well-documented notes on troubleshooting performed.
  • Route customer requests to the appropriate internal teams.
  • Create, edit, and update knowledge base articles, training materials or other materials used to provide information and support to customers.
  • Provide support for multiple product lines.
  • Participate in continuous learning, product rollout sessions, and other internal training opportunities.
  • Act as an escalation point for our Customer Experience Specialists.
  • Respond to customer requests for technical support.
  • Review and contribute to the product knowledge base.
  • Provide timely follow-up to customers per Clinical Nexus service level agreements.
  • Provide thorough and complete case notes and documentation of customer issues.
  • Stay current on evolving product functionality and new releases.

QUALIFICATIONS

  • 2-5 years of relevant technical product support and experience are required.
  • Bachelor’s Degree in an applicable field or equivalent experience is required.
  • SQL knowledge is required; hands-on experience with SQL queries is strongly preferred.
  • Microsoft office suite experience, especially Excel, is required.
  • Proven experience providing exceptional customer service in a fast-paced environment where the customer always comes first.
  • Exceptional verbal and written communication skills, as well as interpersonal skills.
  • Advanced understanding of data management and analytics is required. Experience with healthcare-related data is a plus.
  • Experience in tech and/or health care industry/platform.
  • Skilled in triaging customer requests.
  • HIPAA knowledge is preferred.
  • Experience working in a remote office setup is preferred.

REQUIRED BEHAVIORAL ATTRIBUTES

  • Enjoys contributing and elevating service on a high-performance team.
  • Strong organizational and multi-tasking skills.
  • Strong prioritization skills with an understanding of what it means to go above and beyond for a customer.
  • High-energy, can-do attitude.
  • Excellent decision-making, analytical, and customer service skills.
  • Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines.

SullivanCotter is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law or marital status.

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