Support Analyst

Infinite Leap has an opportunity for a talenteSupport Analyst to fill a full time position on our Support team in Fargo, North Dakota. The position is multidisciplinary in nature and will work side by side with our clients, vendors, and services delivery teams. This is a fast-paced and challenging environment with excellent growth opportunities. If selected to join Infinite Leap’s support team, you will be joining the ranks of the leading experts on the effective use of real-time technologies and data for the healthcare industry.

 

Responsibilities
  • Provide initial contact with all customers contacting the central support help desk
  • Utilize excellent customer service skills while resolving assigned tickets
  • Properly track and escalate unresolved tickets to the next level of support
  • Respond to queries through multiple channels (phone, email, chat)
  • Efficiently and accurately document customer issues and resolutions
  • Document and publish common issue resolutions to Infinite Leap’s internal knowledge base to reduce training time and increase collaboration across teams
  • Provide data and reporting of KPI’s ad-hoc, weekly, monthly or as needed
  • Track and report compliance with defined service levels in client support agreements
  • Leverage software tools to contribute to performance and dashboard reporting
  • Recommend procedure modifications and improvements
  • Preserve and grow your knowledge of help desk procedures and services
  • Coordinate with vendors to troubleshoot and resolve equipment and configuration issues
  • Participate in the after hours on-call rotation with other service and support team members
  • Respond to support calls/emails/chats during work hours and during after-hours on-call assignments 
  • Provide clear and timely verbal and written feedback of any identified issues to team members and clients
  • Assist in client go-lives and upgrades by working extended (non-normal) business hours on occasion if needed
  • Keep clients, subcontractors, vendors, and management informed of current support concerns, and escalate issues to leadership as required
  • Participate in transitional support meetings and deliver client progress updates as needed
  • Complete certification training requirements for supported products, and maintain certifications as required as part of the vendor programs
  • Assist in fulfillment, shipping, and RMA as required
  • Other activities as deemed required for the role which may evolve over time

 

Requirements:
  • Position requires primary working location to be at the Fargo office, with possible flexibility to intermittently work remotely with pre-approval
  • Advanced problem solving skills coupled with a commitment to extraordinary customer service
  • Requires a 2-year technical degree in computer science, information systems or other technical field of study (Bachelor’s Degree preferred)
  • At least one year of experience in customer service, customer support or product support required
  • Experience supporting RTLS system strongly preferred
  • Experience in enterprise healthcare or hospital environments prefered
  • Excellent hardware and software troubleshooting skills
  • Experience in a multi-site, professional services environment supporting technical and non-technical users
  • Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA) requirements
  • Some evening and weekend work to meet deadlines should be expected on occasion
  • Passion for lifelong learning in both personal and professional development
  • Demonstrate proficiency with Microsoft office applications and web based applications like Google documents and email
  • Employment is subject to an initial and periodic background check
  • Comply with required immunizations, health testing, and other vendor requirements of vendors

 

Desired Skills and Traits
  • Communications – Ability to effectively communicate with all levels of staff both written and verbally
  • Self-Management – Demonstrating self-discipline and an ability to manage time and priorities
  • Personal Accountability – Taking responsibility for personal actions and results
  • Client Focus – A commitment to complete client satisfaction
  • Planning & Organizing – Utilizing logical, systematic and orderly procedures to meet objectives
  • Goal Achievement – The ability to identify and prioritize activities that lead to a goal
  • Problem Solving Ability – Anticipating, analyzing, diagnosing, and resolving problems
  • Teamwork – Working effectively and productively with others
  • Tenacity – Demonstrate boldness, assertiveness and a “will to win”
  • Frequent Interaction with Others – The role needs to be comfortable dealing with multiple interruptions on a continual basis, always maintaining  friendly interactions with others
  • Flexibility – The role requires decisiveness, quick response, fast action, working under pressure, and consistently meeting deadlines
  • Detail Orientation – The role deals with a large number of details and requires that data and facts are analyzed and challenged prior to making decisions
  • Follow Up and Follow Through – The role requires a need to be thorough and ensure tasks are completed without supervision

Application for Employment