Support Analyst

Position: Support Analyst

Department: Point of Care (POC)

Reports To: Support Director

Location: Lincoln, NE (In office)

Employment Type: Full-time, Exempt

Founded in 1995 and headquartered in Lincoln, Nebraska with an office in San Francisco, California, TELCOR is a proven leader in healthcare software, delivering Point of Care (POC) middleware, Revenue Cycle Management (RCM) software, RCM managed billing services, and AI-driven solutions to hospitals, health systems, and independent laboratories nationwide. TELCOR is Great Place to Work Certified®, and our core values — integrity, innovation, dedication, acceptance, passion, and collaboration — guide how we build products and work with one another.

Responsibilities

POC Support Analysts address post-live customer communication received via phone calls and email. Customer communication may include, but is not limited to, problem reporting, troubleshooting assistance, sales assistance, implementation assistance, questions, etc. Support Analysts will use the case management software to search and identify, relevant solutions and resolutions. They'll work with the customer to provide timely support and escalate unresolved issues as necessary. Support Analysts will monitor cases and follow-up as necessary and they will participate in the after hours on-call customer support rotation.

Please see the job description for a complete list of responsibilities.

Qualifications and Requirements

The ideal candidate will have clinical help desk experience and exceptional team first interpersonal, organizational, and problem-solving skills. They will be self motivated, dependable, and have a knack for explaining technical issues to non-technical people. A bachelor's degree is preferred. POC Support Analysts embrace the TELCOR POC quality management system (QMS) and its complaint management process.

Work Environment

This role requires the ability to work from within our Lincoln, NE office.

TELCOR is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other characteristic protected by law.

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