Product Support Analyst

  • McKinney, TX, USA
  • Full-time

Company Description

Blockit delivers the leading digital care coordination solution that results in a significant reduction in leakage and improvement in overall patient outcomes.  Serving 20,000 providers across leading health systems nationwide, Blockit’s solutions for the entire healthcare ecosystem enables high technology optimization while high touch for the patient.  The company’s award-winning deeply integrated AI platform leverages existing EMR investment and transforms how health systems understand and optimize the patient journey. To learn more, visit www.blockitnow.com

Job Description

In this role, you will be on the front lines playing a key part in making sure that our clients are maximizing the potential of our platform and having a delightful experience doing so.  

Support analysts at Blockit are specialists who provide technical support, advice, and assistance to internal and external customers always communicating directly.  They evaluate user requirements, address technical problems, and work with engineering to provide resolutions that can be delivered by various means, such as by phone, email, remote connection or possibly onsite.

They will also be responsible for responding for documenting and resolving service tickets in a timely manner according to specified SLA. The Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

A successful support analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention while ensuring the highest level of customer satisfaction. 

In this position you will have the following responsibilities:

  • Work with customers, product team, stakeholders, UX experts, and the blockit platform engineering team to resolve challenging customer problems

  • You will be challenged to learn new things, use new technology, understand complex relationships with back office systems, and participate in the shaping of the product.

  • Provide guidance to systems engineering and bring your passion for customer service  to motivate and inspire clients on a day to day basis.

  • Take calculated risks, learn from success or failure, and apply that to the next problem in the pipeline.

  • Carefully and thoroughly document issues, status and outcomes

  • Scrutinize constraints to analyze alternatives, mitigate risks, and conduct process re-engineering as necessary.

  • Do all this in a way that respects teamwork, diversity of opinion, and which maintains blockit’s core values.

Qualifications

Required qualifications for this position include:

  • One year of relevant work experience 

  • Outstanding communication skills.

  • Strong organizational and influencing skills.

  • Knowledge in aspects of documentation and presentation

  • Intermediate excel, Desktop / mobile OS, browser and internet connectivity experience

Preferred qualifications for this position include:

  • Experience working with healthcare technology is a major plus

  • A demonstrated track record of being a change agent, leaving every team and process better than you found it

  • Previous experience providing technical solutions for cloud based software platform

Additional Information

All your information will be kept confidential according to EEO guidelines.

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