Application Support Analyst

Who We Are

Odeza is a subsidiary of Ensemble Health partners, providing an enterprise mobile patient communication platform for major healthcare systems. Supported by real-time integration with customer systems, our cloud-based platform delivers interactive communication solutions that increase patient engagement, access, convenience, and service recovery—and ultimately drive a superior patient experience, operational efficiencies and cost savings for our clients.

At Odeza, we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

Position Summary

Odeza is looking for an experienced SaaS Application Support Analyst (ASA) to be one of the first members of our new Application Support Team.

As one of the first team members, you will have the opportunity to help build a great and dynamic Support team. The ASA’s we are looking for should be fluid and flexible and have a unique blend of technical and non-technical skills to help support our growing team of customer success professionals.

The Application Support Analyst role will directly report to the Application Support Manager.

As An Application Support Analyst, You Will

• Gain and maintain extensive working knowledge of Odeza’s products, related technologies, and associated compliance requirements
• Provide technical guidance including analysis, reproduction, and general troubleshooting for issues received from customers, and effectively detail issues and solutions
• Analyze the customer’s business needs and recommend appropriate remediation actions
• Assist with identifying expected functional behavior of the software product to aid in defect detection
• Escalate issues to appropriate resources per established procedures and ensure follow up to a resolution
• Collaborate with other internal and external teams regarding the resolution of basic to sophisticated technical issues
• Develop, implement, and maintain SQL (or other) database scripts to ensure customer’s platforms are stable or to correct issues
• Effectively document problems and solutions into a case management system
• Contribute to the knowledge base for training and knowledge transfer purposes
• Contribute continuous improvement ideas to promote issue deflection and automation to reduce customer dependency on support
• Provide feedback to product and engineering teams to help improve internal tools, which in term can improve our ability to support our customers as efficiently as possible
• Coordinate and manage time appropriately to give adequate time for each step in the support process
• Stay up to date on industry and job-related trends and standard methodologies, including reading relevant publications, articles, blogs, etc.

We’re Looking For You To Bring

• Bachelor’s degree in related field (or equivalent work experience may be considered)
• 4+ years of experience in a customer-facing product support role is preferred
• Excellent verbal and written communication skills
• Excellent analytical and logical skills
• Strong empathy for customers and their challenges
• Strong desire to provide exceptional customer service through a positive attitude (customer is always right)
• Ability to balance multiple priorities or tasks concurrently
• Solid attention to detail with the ability to accurately present information
• Ability to collaborate and work independently to achieve results where communication is critical
• Ability to accomplish tasks with little supervision

Helpful experiences and skills (if you don’t have them, you can learn them with us!

• JIRA/Salesforce (CRM or Service Cloud) exposure
• Familiarity/Experience with SQL
• Background in a healthcare-related field and/or experience working with electronic health record (EHR) systems

At Odeza we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. Even if you don’t meet 100% of the qualifications for this job, we strongly encourage you to apply.

Perks

• Competitive salary
• Health insurance
• Rare opportunity to be an internal part of an early-stage startup
• Modern, loft-style office in the West Loop when it’s safe to return; fully remote in the meantime.

Must be authorized to work in the United States on a full-time basis for any employer.

Scheduled Weekly Hours

40

Work Shift

Days (United States of America)

We’ll Also Reward Your Hard Work With

• Great health, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Paid time off
• Tuition reimbursement
• And a lot more

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact our Human Resources Department at 877-692-7780 or [email protected]. This department will make sure you get connected to a Human Resources representative that can assist you.

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