Associate Support Engineer

About the Role

As an Associate Support Specialist, you will provide professional healthcare software support, aiming for high client satisfaction. This involves assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. You will inform internal and external stakeholders about the process, status, and resolution of technical problems through frequent written and verbal communication.

AI Philosophy

Clinisys is building an AI-first organization. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows. We expect all colleagues to work confidently with AI-enabled tools, apply digital and analytical thinking, and adapt to evolving technologies.

Key Responsibilities

• Receives and responds to incoming client requests via telephone and web portal.
• Learns case management systems, focusing on established best practices.
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.
• Researches, manages, and documents issues and their resolutions, effectively communicating status and partnering with the client.
• Actively partners with clients and internal resources in issue resolution.
• Utilizes proven resolutions to address customers based on guidance from experienced staff.
• Maintains high Client Satisfaction Scores.
• Stays current with product and industry updates and changes.
• Proactively learns and expands knowledge of Clinisys applications, environments, and systems.
• References knowledgebase articles in issue resolution.
• Leverages approved AI-assisted resources for troubleshooting, knowledge discovery, documentation, and customer communications, ensuring accuracy and professional judgment.
• On-call/holiday rotation(s) required.

Requirements & Tech Stack

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts in non-technical language
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues
• Proficient typing skills

Qualifications

• High School diploma or GED
• 0-2 years’ experience with a technical aptitude in one of these areas:
• Healthcare technology
• Healthcare
• Laboratory sciences
• Technology
• Client support

Preferred Experience & Education

• College coursework or certification in a related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training in:
• SQL
• Reading, interpreting, and troubleshooting HL7 messages
• Networking
• Database Administration
• Java
• Microsoft Technologies
• Productivity tools (e.g., word processing, spreadsheet applications)
• Experience supporting enterprise operating systems