Client Support Analyst

Unison is looking for a Client Support Analyst with a help desk background in the healthcare industry-any hospital, clinic, pharmacy, or electronic medical records (EMR) system experience will do.This person will have a desire to help the world be a healthier place to live in, basic office and database skills, and a keen interest in public health technology. This public health sector software development and consulting firm is a startup experiencing tremendous growth. Must have excellent verbal and written communication skills.

This person will be joining a rapidly growing team providing support for immunization information system software products to federal, state, and local public health government agencies around the country and across the globe. This client of ours is a strong financially backed startup in Denver, Colorado with a great environment.Hard work, hard play.This is a contract to hire role fully remote to start.Local candidates only.Must be able to work without sponsorship.Bachelor’s degree required.

JOB DESCRIPTION

This is a hands-on position. Typical duties/responsibilities include:

·Working with customers and/or other team members to resolve customer issues and to provide advice to our customers on leveraging our software

·Provide technical assistance to end users, including data quality resolution, provider/organization management, and code set management

·Responding to complex requests and questions that require a deep level of analysis or investigation

·Proactively communicating known issues, workarounds, and timeline for resolution to all customers

·Creation of FAQs and other end user documentation

EXPERIENCE AND SKILLS

·Education (REQUIRED)

oBachelor’s Degree in Computer Science, Public Health or Healthcare related field

·Customer support experience (REQUIRED)

oCustomer Service, Listening, Phone and Email Skills: Leveraging email and phone to resolve problems by clarifying the customer's issues

oProduct Knowledge, Problem Solving, and Technical Savvy: Reproducing problems in software and consulting with vendors to determine the cause of the problem

oResolving Conflict:Selecting and explaining the best solution to solve the problem

oDocumentation Skills:Documenting and following up to ensure issue resolution

oAnalyzing Information:Preparing product or service reports by collecting and analyzing customer information

PREFERENCE WILL BE GIVEN TO CANDIDATES WITH EXPERIENCE WORKING WITH:

·Message-based applications including HL7

·Immunization Information Systems for Public Health Registries

·CDC programs and initiatives: VTrckS, VFC, CDSi, CoCASA, AFIX

·Public Health Case Management Systems for Perinatal Hepatitis B, STD

·Public Health Crisis and Response Administration

·American Immunization Registry Association MIROW best practices

REQUIRED BACKGROUND AND TRAITS

·Self-starter willing to work in a dynamic environment with minimal supervision

·Ability to produce high quality work in a timely fashion

·Ability to troubleshoot issues

·Strong analytical and software problem-solving skills

·Effective verbal and written communication skills

·Self-motivated to learn and keep up with the latest technologies, tools, and industry trends

·Strong organization and time management skills

·Proficiency in Word, Excel, PowerPoint, and Visio

·SQL Server knowledge is a nice to have.

·Understanding of database principles

·Ability to learn new software quickly

Unison Systems Inc. is a full-service IT consulting firm that offers staffing, consulting, direct-hire recruiting and solutions delivery services. Core areas of service include: •Software Engineering •Data Management •Project/Program Management •Infrastructure & Support