Technical Support Analyst – Tier 1

Professional Services Remote, United States


Description

Provation is a leading provider of healthcare software and SaaS solutions for clinical productivity, care coordination, quality reporting, and billing. Our purpose is to empower providers to deliver quality healthcare for all. Provation’s comprehensive portfolio spans the entire patient encounter, from pre-procedure through post-procedure, with solutions for physician and nursing documentation (Provation® MD, Provation® Apex, MD-Reports, Provation® endoPRO®, and Provation® MultiCaregiver), anesthesia documentation (#1 Best in KLAS Provation® iPro), patient engagement, surgical care coordination, quality reporting, and billing capture (Provation® SurgicalValet™), order set and care plan management (Provation® Order Set Advisor™ and Provation® Care Plans), and EHR embedded clinical documentation (Provation® Clinic Note). Provation has a loyal customer base, serving more than 5,000 hospitals, surgery centers, and medical offices, and 700 physician groups globally, including 19 of the top 20 U.S. hospitals.

In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. For more information about our solutions, visit
provationmedical.com and follow us on Twitter, Facebook, and LinkedIn.

Job Summary:

The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.

 
Essential Duties & Responsibilities:

  • Provide exceptional customer support to all Provation customers
    • Maintain professional friendly approach with customers
    • Listen to customer’s needs and take appropriate measures to assist them
  • Actively assist with Provation’s customer call center
    • Field customer interactions via phone and email
    • Create and manage cases in Salesforce.com
    • Thorough documentation is required
    • Ensure Service Level Agreements are being met
  • Own the customer experience by providing technical assistance, quality product and technical solutions to customers
  • Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met
  • Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending
  • Provide remote technical and application support to a wide variety of healthcare professionals
  • Share knowledge through internal knowledge base articles
  • Actively participate in a rotating 24/7 on-call pager support
  • Foster teamwork and collaboration across all teams
  • Maintain a professional demeanor under pressure
  • Own assigned customer requests
  • Other duties and projects as assigned

Job Requirements:

Education & Experience

  • Two-year or four-year college degree or equivalent work experience
  • 2+ years of working knowledge for:
    • Computer operating systems
    • Software troubleshooting techniques
  • 2+ years of previous customer support experience is preferred
  • Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus
  • Experience in the healthcare industry is a plus

 

Other Knowledge, Skills, Abilities or Certifications:

  • Strong technical aptitude
  • Experience in Salesforce or another customer relationship management system (CRM) is a plus
  • Participation in knowledge share through established knowledge management system (KMS) is a plus
  • Must be able to work independently while actively supporting a strong team environment
  • Excellent interpersonal skills
  • Excellent written and oral communications skills
  • Energized by the challenge of identifying new opportunities
  • Experience working within premise-based product model is a plus

 

Provation has a culture of CARES:

  • Community -We have a shared sense of improving healthcare, enriching the broader world we live in and serve.
  • Accountability - We own it and get it done with integrity.
  • Respect - We build diverse teams that collaborate and communicate with positive intent and trust.
  • Excellence - We welcome new ideas as we innovate quality solutions.
  • Service - We are passionate about putting customers first.

 

The Fortive Promise - For you. For us. For growth.

  • We believe in you. We believe in your potential—your ability to learn, grow and make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.
  • We believe in us. We believe in the power of great people working together to innovate and solve problems no one could solve alone. We build enduring partnerships with our customers and take on their challenges and opportunities as our own.
  • We believe in growth. We are honest about what’s working and what isn’t, and we work hard to innovate and improve. With a passionate focus on our markets and our customers, we learn and grow together to make a difference in the world.