JOB SUMMARY

• Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email).
• Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

ESSENTIAL FUNCTIONS / MAJOR JOB RESPONSIBILITIES

• Possesses sound knowledge of organization's software products.
• Follows all Standard Operating Procedures (SOPs, i.e. Patient Safety and Compliance).
• Diagnoses and resolves client application questions or problems over the phone, email, and chat in the areas of product functionality, system configuration/setup and bugs/enhancements.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues.
• Documents problems and solutions to train lower-level support on how to properly address client or product problems.
• Maintains a log (current CRM) of issues and conveys client feedback regarding issues and collaborates with Tier 2, via problem record or issue case, to improve on current design or to identify possible problems with design.
• Stays abreast of current software releases, design changes, and new software products offered.
• Works directly with clients on application issues requiring overall product knowledge and overall understanding of the healthcare business.
• Works independently, troubleshoots medium/high severity issues by obtaining pertinent information from clients and delivering resolution, or seeks help from team members; begins to focus on critical-level cases.

Knowledge, Skills and Abilities

• Knowledge of Veradigm Solutions and familiarity with the healthcare industry in general.
• Provides insight into what the solution should look like and how it should function when working properly.
• Demonstrates an understanding of product interconnectedness in providing business solutions.
• Responds to client requests for change and begins the Change Management Process while following the proper Change Control Policy and Procedures.
• Recognizes when troubleshooting escalation is required and executes directions correctly from the escalation path to speed resolution.
• Uses internal tools appropriately to enhance understanding of the impact on case resolution.
• Considers inputs and outputs of a system and its relationship with other systems and equipment; gains insights from analysis and data interpretation and suggests logical recommendations.
• Applies appropriate break/fix solutions to client issues; uses troubleshooting experience to successfully resolve 70-80% of cases independently.
• Initiates and adapts processes to keep pace with technological developments and improve support delivery.
• Identifies knowledge article needs and assists in creating new articles as needed.
• [NEW] Uses AI-assisted triage and knowledge-base search tools to accelerate resolution, verifying AI-suggested answers before applying them independently.
• [NEW] Monitors own case/queue metrics (e.g., SLA adherence, resolution time) and adjusts approach to meet team performance targets.

Benefits

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work. Through our generous benefits package with an emphasis on work/life balance, we give our employees the opportunity to allow their careers to flourish. 

• Quarterly Company-Wide Recharge Days

• Flexible Work Environment (Hybrid)

• Peer-based incentive “Cheer” awards

• Tuition Reimbursement Program

To know more about the benefits and culture at Veradigm, please visit the links mentioned below: -

https://veradigm.com/about-veradigm/careers/benefits/ 

https://veradigm.com/about-veradigm/careers/culture/ 

#LI-SL1 #LI-Hybrid

Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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