Customer Production Support Analyst

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
 

Job Summary

The Customer Production Support Analyst provides deep-dive troubleshooting of systems and customer transactions as well as network connectivity issues for Surescripts’ customers and products. The Customer Production Support Analyst will actively manage production information systems and cases dealing with high-level product issues such as prescription benefits, medication history, and eligibility. This individual will use strong communication, analytical, and problem-solving skills to identify and resolve systems issues.

Responsibilities

• Manage incoming Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective resolution of issues including transaction return codes, transaction result sets, coordinating back-end support with all Surescripts customers.

• Develop and gain a strong understanding of the Surescripts infrastructure, transaction types, transaction processing solutions, file loading solutions, schemas and current implementation guides.

• Participate in meetings and calls with customers and other team members to solve customer issues.

• Monitor and test fixes to ensure problems have been adequately resolved.

• Operate Production & Certification / Staging information systems in support of core e-prescribing functions. Examples include managing & configuring system monitors, correcting server or application errors, revising system & solution documentation, software deployment & configuration.

• Deploy tools and capabilities to participants to enable them to perform autonomous quality assurance on their e-prescribing software. Examples include Workbench (internal admin tool), the Participant Certification Interface (PCI), LINUX and Windows systems infrastructure and the Participant Management User Interface (PMUI).

• Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports. Make recommendations for system reconfigurations, improvements or enhancements.

• Participate in after-hours & weekend on-call support rotation. Estimate of rotation - each analyst covers one week out of every ten weeks.

Qualifications

Basic Requirements:

• Bachelor degree in computer science, information sciences or related field or equivalent experience.

• 2+ years of experience in related, progressive roles such as technical or help desk support.

• Demonstrated aptitude for problem solving & analytical thinking.

• Knowledge of TCP/IP networking concepts & products.

• Proven track record of working in an environment with Service Level Agreements (SLAs) and providing excellent customer service.

• Experience and thorough knowledge of LAN/WAN. WAN Concepts: Frame Relay, ISDN, DSL, Routers, VPN. Familiarity with Firewall concepts & products.

• Knowledge of standardized transactional formatting standards (HL7, EDI, EDIFACT, XML, etc.).

• Experience with MS Office Suite including; Outlook, Excel, & Word.

Preferred Qualifications:

• Ability to interpret and/or write SQL queries.

• Strong technical infrastructure acumen with the ability to navigate between servers and perform self-directed solution discovery for support.

• Ability to work and support both Microsoft & RedHat Linux server-based infrastructure.

• Strong technical understanding of the difference, functionality, and challenges between synchronous and asynchronous real-time & scheduled batch transactions.

• Experience with system administration including any of the following: Windows, Sun Solaris, IBM AIX, HP's HP/UX, Redhat Linux.

• Experience in a Java or .NET programming environment.

• Familiarity with Enterprise Backup Solutions and MQ Server Solutions.

• Experience in HTML and related products.

• Experience with Surescripts' product solutions.

Keywords: production support, technical support, help desk support, LAN, WAN, networking support, VPN, firewalls

#LI-REMOTE

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .
 

What You’re Like 

You’re an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas,  you’re also grounded in good data, real market insights and measurable results.
 

What We’re Like

We’re a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We’re storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.
 

What the Work is Like

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.
 

Why Wait? Apply Now

We’re a midsize company. This means you’re not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.
 

At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $82,000 - $100,200 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.
 

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.

 

Apply