Sr. Cloud Support Specialist
Location
Richmond Hill, ON | Canada
Job description
The Opportunity:
As a OpenText Customer Support Specialist, you’ll manage all aspects of customer support for OpenText EMR-Link™ cloud-based products and services. You’ll manage customer calls and emails seeking request for assistance, facilitate downtime procedures, document support issues and resolutions, develop customer support best practices, and provide technical support assistance to the implementation team. This position requires excellent customer skills, the ability to manage multiple threads of support incidents, good verbal and written communication skills, and a teamwork frame of mind. You’ll be part of a team with a focused mission to:
- Enhance the physician’s ability to provide patient care through EMR interoperability
- Enhance our hospital and lab partner’s outreach services to the practices they serve through exceptional integration to the practice’s EMR workflow
You are great at:
- Manage customer support requests through all channels (phone, email, OpenText staff).
- Document support incidents and resolution in tracking system. This includes contributing to a support knowledgebase of know problems and resolutions.
- Working with development to enhance the support incident escalation process including appropriately documented incidents, clearly stated requests to development for assistance, tracking of escalated incidents and customer notifications.
- Manage EMR-Link or partner downtimes including tracking, notifications and follow with customers and partners as needed.
- Proactively monitor the health of customers:
- Follow up on customers not using orders
- Follow up on results not downloading
- Monitor EMR-Link error notifications
- Identify other monitoring tools to assist in proactive monitoring of customers and partners
- Non-assigned inbound results cleanup
- Authoring and contributing to support and maintenance documents/processes to aide in customer self-support and other opportunities that minimize customer contacts for support.
- Support related contributions to OpenText/EMR-Link published customer notifications, newsletters and webinars.
- Other opportunities include:
- 1-2 result only projects to assist with project overflow.
- Assist with new kit testing, and other support for kit development projects.
- Assist implementation team with project tasks such as building organizations, building test environments, preparing builder tools, and other tasks as needed.
- Assist development team as needed in support related events.
What it takes:
- Proven successes managing high volume tasks balancing priority/severity and customer expectations.
- Customer support experience, providing high quality, personalized approach to customer services.
- BA, BS or equivalent desired.
- 5 or more years’ experience using Centricity EMR or other EMR, with a solid understanding of physician and staff workflow.
- Working knowledge of HL7 and Interface implementations.
- Well grounded in computer, network, and internet technologies.
- Excellent verbal and written communication skills. Ability to communicate complex issues in a clear concise manner. Able to write customer-facing documentation.
- Ability to work from home; you must be extremely disciplined and able to work well remotely.
- Must be able to work west coast hours, between 8am and 5pm PST.
- Must be legally authorized to work in the U.S. without work sponsorship
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected] . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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