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MARS Solutions Group was incorporated by a team of highly-skilled software architects with strong business acumens. The company began and grew successfully during the recessionary years of 2008-2010, a time period when many competitors were either shunning the industry or downsizing. Continue reading...

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Data Customer Support Analyst

Location: San Ramon, CA
Date Posted: 10-10-2018
Role Summary/Purpose               
 
CLIENT offers a great work environment and challenging careers. CLIENT is an Equal Opportunity Employer for all, including minorities, women, protected veterans and disabled. This role is responsible for providing expert software technical support services for Client customers.
 
Essential Responsibilities             
 
Provide first response and remote solutions where possible to customers experiencing technical systems difficulties. Will possess excellent working knowledge of the current technology being used in CLIENT Software Products (for example, M, Visual Basic, Client/Server, etc.). Working knowledge of operating system and associated tasks (for example file transfer, etc.). Will work within the team environment and will be responsible for achieving all defined goals and milestones. Performs maintenance and support of the applications. Position requires ability to communicate effectively with customers and coworkers regarding technical issues. Follows proper procedures for reporting standard application bugs and updating library if appropriate. Possesses a good understanding of the healthcare industry
 
Key responsibilities/essential functions include:
• Uses troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
• Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
• Uses standard utilities and programming skills, deliver software to customer sites from CLIENT standard version libraries
• Updates CLIENT system with resolution status
• Supports single product or application with little or no assistance, while maintaining a high level of quality following all CLIENT department standards
• Is responsible for quality solutions to be implemented at client sites
• Understands and follows corporate, divisional and departmental standards
• Adheres to and advances the use of CLIENT coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
• Acts as a technical resource to other members of the department and customers
• Analyzes and resolves complex software issues with minimum assistance
• Assists in conducting business evaluations and document findings in the agreed upon turn-around times
• Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
• Has in-depth knowledge of at least 1 major product. Supports multiple products or suites with little or no assistance, while maintaining a high level of quality and following all CLIENT department standards
• Has a concentration in/familiarity with other applications to develop integration expertise
• May write or contribute user/technical documentation and case notes
• Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
• May be required to work overtime, on-call or weekends
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization
• Ensure timely dispatch closure
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
 
Quality Specific Goals:
1. Aware of and comply with the CLIENT Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
2. Complete all planned Quality & Compliance training within the defined deadlines
3. Identify and report any quality or compliance concerns and take immediate corrective action as required
 
Qualifications/Requirements      1. Bachelor’s Degree with minimum of 3 years technical working experience or Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
2. Computer skills to include knowledge of software programing and database applications
3. Ability to work independently with minimum direction
4. Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
5. Intermediate working knowledge of PC and standard PC software including Microsoft Office and database programs
6. Experience with Microsoft Windows Operating System (XP/Vista/Outlook/PowerPoint)
7. Experience with Microsoft Server/SQL Server (2000/2003/2008).
8. Experience with Microsoft networking, Active Directory, and TCP/IP LANs
 
Desired Characteristics  1. Bachelor’s Degree in Computer Science, IT or related field
2. Knowledge/experience with the healthcare industry
3. Strong customer-service skills
4. Highly motivated team-player
5. Prior project or technical leadership experience
6. Demonstrated ability to train/mentor peers
7. Ability to stay calm in pressurized situations and coach people through solving problems
8. Ability to drive improvements in efficiency
9. Extensive knowledge of Centricity Practice Solutions (CPS) software line and its application in a medical office environment. Most specifically, front end GUI environment to support “How To” Questions, ICD10, Reports, Statements, Scheduling, Insurance carriers, Providers setup and Scheduling Templates.
10. Technical depth on CPS errors, Incomplete Voids, Transaction Columns, printing issues and crashes while in the Application.
11. Website development and/or website support experience
12. Self-motivated, confident, strong interpersonal skills and excellent customer relationship skills. Strong problem-solving skills with previous or current experience with Centricity Practice Solutions and/or EMR software
13. Desire to work in a Customer Service role in a call center environment providing technical support directly to the end-user customers
 
 
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