Junior-Level Production Support Analyst (Remote)

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a database developer who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary:

As a Junior Production Support/Software Support Analyst, you are expected to operate as a member of the Production Support team which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity proprietary systems. The Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This position is the escalation for unresolved Tier 1 issues. This role is mostly unscripted support role that requires technical experience and expertise.

Principal Responsibilities:

• Investigate reported system issues, work to recreate, identify appropriate requirements and document defects.
• Learn and understand client workflows and functionalities within complex software
• Promote end-user satisfaction in adherence to established performance metrics
• Communicate to tier 1 team about product features and periodic system changes.
• Provide additional Tier 1 client support and technical issue resolution via email, phone, web-based feedback.
• Assessing the issues and troubleshooting problems if required
• Tier 2 team members serve as an escalation point for issues that cannot be resolved by Tier 1
• Understanding around PHI/sensitive data
• Advise management of potential risks that may have impact on customer base and operating environment
• Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
• Ensure problem ownership, escalate issues through proper channels
• Ask probing questions, listen, and record data capture details and actions performed in all tickets
• Provide updates to end users when delivering solutions and diagnosing issues

Required Skills:

• Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
• Ability to understand and explain technical information
• College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
• Must have self-learning and researching skills
• Ability to work successfully as part of a team
• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions
• Excellent customer service, critical thinking, and written & verbal communication in English
• Must be adept at balancing shifting priorities and time management
• Experience with external customer communications (written and/or Oral).

Preferred Experience:

• Experience with help desk ticket tracking tools and workflow
• Previous experience in user/technical application support or training
• Knowledge of the principles and processes for providing customer and personal services

Location: Remote

Status: Full time position with full company benefits.

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.