Remote Application Support Analyst

Summary

Join our team as a highly motivated Application Support Analyst (ASA) at ThoroughCare, Inc. to provide direct support to clients and develop expertise in our care management solutions.

Requirements

• College degree or equivalent work experience required
• Motivated self-starter who maintains the ability to handle multiple tasks
• Ability to establish and maintain effective working relationships with a service-oriented attitude in a team environment. Includes interaction with internal staff as well as customer staff members and the ability to effectively convey computing concepts to non-technical staff
• Ability to troubleshoot basic website usability
• Excellent interpersonal, listening and communication skills and maintain a professional, positive and friendly customer service attitude at all times
• Excellent phone voice and proper use of grammar when directly communicating with customers

Responsibilities

• Provide direct support to verified client representatives and/or end users for all functionalities provided through the ThoroughCare software platform
• Develop and maintain basic knowledge of Medicare, MACRA and associated Care Management and Wellness programs (including CCM, PCM, AWV, ACP, TCM, RPM, BHI)
• Develop and maintain expert-level knowledge of the ThoroughCare platform
• Work with software development team to address escalated application questions and confirmed software defects
• Log and manage entries within the defined ticketing platform, utilizing proper spelling and grammar, and capturing appropriate content of the discussion/situation
• Escalate high severity issues (i.e. system outages and poor performance) to the appropriate technical staff members
• Provide timely client updates and follow-up to identified issues
• Develop and maintain application documentation, including but not limited to training manuals, user guides and release notes
• Train client end users on software functionality (as requested)
• Provide feedback relative to product enhancements and new product development (as requested)

Preferred Qualifications

• Good understanding of relational database technologies (i.e. SQL), and the ability to understand database schemas that represent and support business processes
• Knowledge of Ruby on Rails
• Experience with Data Visualization platforms (e.g. Tableau, Qlik)
• Experience with Care Management and/or Wellness platforms
• Understanding and experience with common software development life cycle methodologies, including waterfall and Agile models a plus