Technical Support System Engineer
Waltham, MA

Job Description

Would you like to join a support team that helps deliver cutting-edge software to the healthcare domain? We are expert in connecting healthcare information systems across hospitals and physician practices to create a single software work environment for physicians.

PatientKeeper, a leading provider of healthcare applications for physicians, is now part of HCA, the largest provider of healthcare services in the U.S. With growth comes new opportunity, so we are searching for a Technical Support Systems Engineer to join our Service team.

As a Technical Support Engineer, you will work with leading edge technologies troubleshooting and resolving technical and usage issues on handheld, web interface, and server products. You will play a critical role in ensuring the quality and reliability of PatientKeeper's applications. PatientKeeper helps healthcare providers spend more time solving patients' problems and less time solving IT problems.

A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position.

Responsibilities:

* Technical support of PatientKeeper applications via phone, email, and web in a team setting
* Navigate, troubleshoot, and resolve application, system, and network connectivity issues on handheld devices and personal computers remotely
* Document and maintain support cases in company CRM (SalesForce)
* Provide explanations of application functionality and usage to clients
* Document solutions to problems and contribute to knowledge base
* Interface with Product Management and Product Development to improve product design and quality
* Collaborate with Product Development, QA, and Development teams on product issues and bug resolution
* At times, installation and configuration support for Technical Services deployment team
* Must carry mobile phone for off-hours accessibility on a rotating schedule

Training, Experience, and Education:

* Bachelor's degree required
* 0-2 years professional experience

Technical and Support Skills:

* Able to manage multiple tasks with competing priorities
* Comfortable balancing project work with interrupt-driven responsibilities
* Strong interpersonal skills with a customer service orientation (i.e., patience and poise under the pressure of solving a real time client service issue)
* Strong analytical thinker with excellent problem-solving ability; eager learner
* Excellent oral and written communication skills; ability to interpret technical situations and effectively communicate to lay audience
* Strong hardware and software troubleshooting skills
* Familiarity with Java or other object-oriented programming languages
* Working knowledge of Windows operating systems

Preferred Skills:

* Familiarity with web development technologies (Apache Tomcat/JSP/PHP/HTML/XML/JavaScript
* Working knowledge of relational databases and SQL
* Basic knowledge of HL7
* Prior experience in Healthcare industry
* Understanding of clinical workflows

For more information about this opportunity and PatientKeeper, visit us at https://hightechcareers.hcahealthcare.com/pages/patientkeeper?bid=5260

Job Location

Waltham, Massachusetts, United States

Position Type

Full-Time/Regular