Tier Iii, Product Support Analyst (Remote)

Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 18 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible. Perfect ideal

At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

This position is remote and the candidate can sit anywhere in the United States.

Sandata is seeking a detail-oriented self-starter to support our rapidly expanding customer and product base. As a member of our Product Support Analyst III team, you will take care of our customers advanced challenges, troubleshoot and implement solutions, collaborate with development and engineering teams on resolutions, and has direct impact in overall customer satisfaction (internal and external).

The ideal candidate has a passion for troubleshooting and resolving complex issues, can effectively balance rapidly changing and competing agendas, and has exceptional communication and interpersonal skills. This role helps to bridge the gap between our customers, frontline technical support staff, and our product/development teams. This is a customer-facing role that requires cross-functional collaboration with our Product Development, Engineering, Customer Support, Sales, and Customer Success teams.

What you will do:

• Troubleshoot and resolve complex issues with high level data analysis
• Deliver high quality service to external and internal clients
• Meet or exceed production standards and customer SLA's
• Follow established standards with queue and ticket management
• Identify common issues/determine root cause, provide resolution, and seek continuous improvement
• Contribute to product development, sharing insights from technical issues of previous products/deployments
• Become certified in Sandata's suite of products and stay up to date on new features, enhancements and/or system changes.
• Effectively communicate with peers and all levels of management
• Facilitate meetings with internal teams, transfer knowledge
• Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.
• Ensure security of personal health information (PHI) and report any violations or observations to management.

What you will bring:

• Working knowledge of RDBMS concepts; ability to read and understand the data model
• Demonstrated working knowledge/experience with SQL to include schemas, ability to read and understand data models, and write/update/run SQL queries.
• Experience and background in programming languages (.NET, Java)
• Experience with system administration including OS and IIS
• Experience troubleshooting browsers (IE, Firefox, Chrome, etc.)
• Ability to analyze and problem solve
• Highly effective written and verbal communication/interpersonal skills to establish working relationships and communicate effectively with customers regarding issue resolution
• Strong organizational skills in managing multiple and changing priorities
• Problem solving and configuration skills
• Ability to adjust and implement change
• Zendesk and Jira knowledge a plus

Education/Course of Study:

• Bachelor's Degree in Computer Science, Information Technology or similar preferred.
• Certification in relevant IT products/technologies such as Microsoft SQL Server, Oracle, AWS, and similar.
• 3+ years' experience in a Tier 2-Tier 3 technology support role. Application/Product Support preferred (not hardware).
• Previous experience troubleshooting complex technical issues, root cause analysis and resolution.
• Previous experience in a customer service focused role, being able to think and respond quickly to customer questions (and handling customer questions via phone meeting).
• Healthcare knowledge preferred (e.g., healthcare software, home healthcare).

Work hours and requirements:

• This is a work from home position
• Candidates must meet minimum internet connectivity, hardware, and home office requirements outlined by Sandata
• This is a FT position working Regular business hours with occasional on-call coverage required
• Note this is not an IT position, rather a Tier 3 technical support center role which provides contact center support to customers.

Sandata employees enjoy the following benefits:

• Medical, dental, and vision coverage
• Flexible Spending Account for health and dependent care
• Life insurance
• 401(k) Plan
• Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
• Employee Assistance Program
• Tuition reimbursement
• Paid vacation and holidays
• Paid lunch break

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet