Hybrid Technical Customer Support Analyst Tier 2 Technical Customer Support Analyst Tier 2 with verification

Technical Support Analyst - Tier 2

Professional Services Minneapolis, Minnesota Minneapolis, Minnesota

Description

A job at Provation is your chance to make a difference in the lives of medical professionals and their patients who depend on our software each and every day. Provation is the premier software provider of procedure documentation, workflow automation, and clinical decision support solutions and trusted by leading physicians globally. As a market leader for more than 25 years, we proudly serve thousands of hospitals, surgical facilities, physician groups and medical offices, including 19 of the top 20 U.S. hospitals and health systems and all 20 of the top 20 ASC management companies.

Provation software helps providers increase operational efficiencies, business profitability, and regulatory compliance by improving quality, streamlining workflows, and enabling insights. For you, that means working on a team that is passionate about finding innovative solutions to meet customer needs, as well as improving and making a difference in the healthcare industry.

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. At Fortive inclusion and equality are inextricably linked within our core values. Just as we invest in our teams’ health and wellbeing, we continuously improve on our promise to deliver equitable benefits and offerings for all. Together, we are stronger, and we can harness the power of the Fortive Business System to better serve our healthcare customers with innovative digital offerings and industry-leading productivity solutions that clinicians can trust.

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.

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
• During periods of high call volume, take customer calls as needed
• 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
• On-call for Provation MD and Apex products
• Be escalation point for tier 1 on-call
• Assist with overflow for tier 1 on-call
• Own urgent issues, escalating as appropriate to others after hours, including development, DevOps, DevSecOps, and management
• Troubleshoot and resolve complex issues
• Recover customer databases
• Troubleshoot application performance problems
• Use systematic troubleshooting approach to determine root cause and solve issues
• Thorough documentation is required
• Lead conference calls and meetings related to escalated customers
• Manage issues lists
• Participate/lead scheduled conference calls with customer contacts
• Participate/lead internal meetings to drive resolution of complicated issues
• Provide frequent follow-up with customers
• Document action plan and update case information
• Contribute content to our knowledge management system and customer website
• In addition to the above, assist with one or more special projects, as needed and directed by support management, including:
• Beta update and hotfix deployment
• Salesforce.com (CRM, Knowledge, and/or Community) administration
• Customer issue trending and reporting
• Training needs for the customer support team related to products and/or processes
• QA to test fixes/software changes
• Product documentation reviews/approvals
• Technical ownership for one or more of our top tier customers (by maintenance contract)
• Any other duties as assigned by customer support management
  
  

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
• 4+ years of previous customer support experience is preferred
• Experience managing escalated customers
• 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
  
  

Purpose

Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values - Provation CARES:

• Community: We have a shared sense of improving healthcare, enriching the broader world we live 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
  
  

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.

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. Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values – 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. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].