Technical Support Analyst

Time zone
Type
Full Time
Opening date
Closing date
19 Oct 2021
Views
130

The Technical Support Analyst will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure.  Maintain detailed documentation and actively contribute to ongoing process improvement efforts.  This position has daily contact with customers, management, peers, and/or internal/external customer base.

Responsibilities:

  • Provide a positive customer experience and strive to exceed expectations by meeting deadlines and commitments; anticipate and/or identify customer needs and concerns; and diligently respond to questions or requests in a timely manner.
  • Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures via phone, email, and web-based support channels.
  • Be attentive to all internal and external customers; gather information and thoroughly research the inquiry/issue to identify the full scope and draw conclusions to support your resolutions/decisions.
  • Structure your time effectively; balance competing project priorities, complete work in a timely manner and meet established quality expectations.
  • Stay focused and set clear commitments and priorities; stabilize and refocus quickly when change occurs; monitor work to meet deadlines and keep others informed of progress.
  • Availability for 24x7x365 staffing (shift-based) assignments, on-call pager rotation and travel (minimal) as required.
  • Demonstrate availability within pre-defined SLA and OLA timelines to engage with and assist technical teams during critical incidents demanding immediate attention and resolution to restore services and facilitate patient care continuum.  Escalate issues and inquiries within the team.

Education:

Bachelor’s degree from a 4-year college in required area of expertise or equivalent experience

Required Skills:

  • Enthusiastic about working directly with customers to build positive business relationships.
  • Passionate about analyzing information to solve problems.
  • Convey information in verbal and written forms in a constructive, clear and concise manner.
  • Strong problem-solving skills, organization skills, and the ability to work in a fast moving and demanding support environment with an eye for detail.
  • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
  • Must possess experience with supporting Microsoft Windows based applications and components.
  • Maintain calm under pressure and manage customer expectations during high severity incidents.
  • Thrive independently with minimal direction to manage multiple projects, priorities and deadlines.  Strong time management skills.
  • Hold or have ability to obtain DoD security clearance

Preferred Skills:

  • Understanding of Dragon Medical Solutions for Veterans Affairs clinicians (Dragon Medical One, Dragon Medical Network Edition)
  • Experience in Call Center / Support Desk
  • Use of Salesforce for ticket management
  • Experience working remotely
  • 3 + years relevant health industry experience
  • Two or more current technical certifications demonstrating proficiency in core area(s) of job requirements, such as MS operating systems and technology, networking, security, virtual environments, or cloud technology (MS Azure preferred)
  • Experience troubleshooting and resolving hardware configuration and issues related to peripheral devices such as headsets, microphones, scanners and/or printers
  • Demonstrated ability to facilitate ongoing problem management and proactive support initiatives
  • Understanding of data protection and privacy practices and regulations

Other Requirements:

Must be willing and able to obtain and maintain appropriate VA, DoD, or other U.S. Government-related security clearance credentials to access client networks/systems and protected data such as PHI/PII.  Must also be willing to participate in limited but scheduled business travel to authorized federal government facilities when required to supply appropriate identification materials and to procure credentials and/or hardware and network access cards

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.

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