Technical Support Analyst

NOTE: IF THIS JOB POSTING IS LIVE, THEN APPLICATIONS ARE STILL BEING ACCEPTED. FIRST ROUND OF INTERVIEWS ARE CONDUCTED VIA WRITTEN FORMAT (EMAIL) AND SECOND ROUND OF INTERVIEWS WILL BE HELD IN-PERSON AT OUR TEMECULA OFFICE.

Job Description

As an Application Analyst, you will be at the heart of the customer experience. Someone successful in this role is self-motivated, resourceful, and has the ability to sustain a high level of energy, focus, and professionalism, while providing a personal experience to our customers. 

Application Analysts are responsible for advocating for and supporting clients via timely, accurate and professional communication methods. Qualified individuals should have the ability to multitask – concisely documenting tickets while on an active phone call, as well as the ability to quickly comprehend a client’s inquiry and respond appropriately. They are required to achieve and maintain deep product knowledge, possess the ability to properly prioritize a ticket queue and accurately document and report issues to internal technical teams.

Additional Details

• This is a full-time permanent in-office position. Partial remote-work is optional (after conclusion of the probationary period and is maintained based on performance).​​​
• This position has a 'set' schedule - based on available shifts (discussed and set at the time of hire). Please note that while rare, shift changes may occur (with notice) based on company need, employee performance and/or on the employee’s request (presuming the requested shift is available). 
• While uncommon, this position may require domestic and international travel.
• Successful candidates will be subject to a criminal background check.

Desired Skills & Experience
Required Skills

• Excellent written and verbal communication skills to respond quickly and accurately to client inquires (via telephone and email)
• Multi-task in effort to concisely document tickets - illustrating the reason for the client’s inquiry as well as the current progress of the ticket’s resolution – while on an active phone call or in between phone calls
• Efficiently prioritize a ticket queue - comprised of different inquiry types (problems, questions, etc.), ticket priorities (urgent, high, normal, etc.) and on varying ASM products/modules
• Troubleshoot issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams
• The ability to adapt to new processes and workflow adjustments to ensure a successful team and client experience
• Intermediate knowledge of Microsoft Windows 
• Strong knowledge of Microsoft Office 

Desirable Skills

• 2+ years in a similar role or enterprise software support experience
• Medical Staff Services experience
• Knowledge of relational databases

Desirable Educational Accomplishments

• CPCS and/or CPMSM is desirable but not required

Company Description

We are an industry-leading, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging and performance management goals.  We have over 1,200 customers worldwide; ranging from small community hospitals to large health systems. 

We are a growing software company seeking qualified, energetic and result-oriented team members.  Ideal candidates should be people looking for a long-term position in a stable company.  You will be involved in cloud computing, software as a service (SaaS), data analytics, compliance, and data exchange.

We are located in Temecula, California which offers a high quality of life with a low cost of living.  Housing prices are much lower than surrounding cities, yet Temecula remains the second safest city in the country with a population over 100,000.  Temecula also offers numerous dining and entertainment options

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