Jackson Healthcare

Overview

Care Logistics is growing our team and seeking highly skilled and driven professionals that share our values and mission. If you are looking for a challenging position with a well-managed, well-funded healthcare innovator, consider a position with Care Logistics.

Care Logistics is a subsidiary of Jackson Healthcare®, a family of highly specialized healthcare staffing, search and technology companies. With a mission to improve the delivery of patient care and the lives of everyone it touches, it helps healthcare facilities across the country serve more than 10 million patients each year. Backed by more than 2,600 Associates and over $2B in annual revenue, Jackson Healthcare is a top three U.S. healthcare staffing firm. In addition to being Great Place to Work certified, it is consistently named an employer of choice, having been nationally recognized as a best workplace in healthcare, a best workplace for women and a best workplace for millennials, as well as being named one of the Healthiest Employers by the Atlanta Business Chronicle.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

The Technical Support Analyst is responsible for providing advice and troubleshooting, determining, and implementing a plan for resolution for issues raised by external customers and internal resources. They work closely with many areas of the organization to include Client Services, Transformation, Engineering, and external customer resources in support of these objectives. Responsibilities include daily support process participation, customer advocacy and continuous support feedback to the Customer Success team.

ROLES & RESPONSIBILITIES:

Technical Services Functions

• Operates Care Logistics’ 24/7 technical support services in partnership with Manager, Customer Support
• Ensuring customer satisfaction post software implementation by independently providing support to customers who are experiencing problems or issues with a product or service. This may involve troubleshooting hardware or software problems, answering technical questions and providing guidance on product usage via email or phone
• Communicating with customers in a clear and concise manner. This may involve explaining technical concepts in non-technical language or translating complex technical information into easily understandable terms
• Serve as an advisor to post live customer technical resources or application administrators to isolate root causes of technical issues and guide customer on alternative solutions
• Represents company as first point of contact for technical issues for post live customers
• Exercise discretion and independent judgement to evaluate technical impact to customer operations, consider multiple possibilities for resolution and determine need to escalate issues resulting in the utilization of additional company resources based on severity
• Own coordinating triage, data collection, solution brainstorming, solution selection, solution execution and status communication during critical situations with multiple internal departments and customer resources
• Ensuring customer support problems are resolved promptly and effectively according to the support policies and procedures. This may involve working with other internal departments or external vendors to resolve more complex issues
• Documenting customer interactions, including the nature of the problem, steps taken to resolve the issue, and any follow-up that may be required
• Updating internal technical documentation to reflect changes in products, services, or processes. This may involve adding new information, modifying existing content, or removing outdated information.
• Maintaining technical knowledge by staying up to date with the latest company product developments and technical trends to provide effective technical support to customers
• Participating in after hours on-call, utilizing additional support staff and other Solutions Delivery resources as needed
• Reporting customer related activities, issues, escalations, and enhancements accordingly to management in adherence to support policies and procedures
• Providing assistance with customer data analysis and analytics requests

Conducts job duties in accordance with the Corporate Values and Culture

• Respects all individuals without regard to their position. Understands that there is no class system.
• Seeks first to understand before responding, doesn’t rush to judgment.
• Takes ownership of self and working team. Conducts self with intellectual honesty; is willing to admit mistakes and understands strengths and weaknesses. Believes and operates under the principle “If it’s to be, it’s up to me”
• Functions in a fail-safe environment that forgives and focuses on solutions. Will encourage and support other associates, creating an environment to be one’s best.
• Communicates problems directly, not engaging in rumors or gossip.
• Embraces a “Team-First” vs. “Me-First” attitude. Understands that the possibilities for success are limitless when one is impervious to who gets credit. Doesn’t take credit for other’s accomplishments and will give other’s credit with praise and recognition.
• Always tries to do what’s right with a firm sense of integrity and ethics, behaving in a manner consistent with principles of moral conduct.

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

• Bachelor’s degree or certifications in related technical field required
• Experience with Windows and Microsoft Office required
• 1 – 2 years of customer service experience preferred
• AWS Cloud experience desired
• Knowledge of Linux/Unix systems desired
• Knowledge of SQL desired

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to develop strong and productive working relationships with others
• Ability to form strong team bonds and enhance team performance
• Good organizational and quality management skills with ability to handle multiple, competing tasks and priorities
• Ability to cope with innovation and methodology changes in a fast-paced environment
• Good interpersonal skills with ability to effectively communicate with a diverse group of stakeholders (prospects, clients, hospital executives, nurses, implementation staff, etc.)
• Good oral and written communication skills
• Good customer management skills
• Good time management skills
• Good observational skills to collect data and validate information
• Good critical thinking skills to resolve incidents quickly and consistently 
• Good analytical skills with the ability to critically evaluate information gathered from multiple sources, reconcile conflict using independent judgement, relay high-level information with details to appropriate resources
• Ability to contribute to and maintain technical documentation

TRAVEL REQUIREMENTS & WORKING CONDITIONS:

• Up to 10% travel
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to handle, or feel; write; type; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell

EEO Statement

Care Logistics is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender, gender identity and expression, national origin, age, disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.