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Application Support Analyst

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Job Summary

Company
SoftWriters, Inc.
Location
Allison Park, PA 15101
Industries
Computer Software
Healthcare Services
Computer/IT Services
Job Type
Full Time
Employee

Application Support Analyst

About the Job



Job Title:    Application Support Analyst

Location:    Allison Park, PA

Exempt/Non-Exempt:  Exempt

Employment Status:  Full-Time

Employment Type:    Permanent

Reports To:  Implementation & Support Manager


 

SoftWriters, Inc. is the fastest growing provider of software to Long Term Care, Specialty, and Institutional Pharmacies. We are a Microsoft® Certified Partner with our core competency being the delivery of robust, configurable solutions that address market requirements and opportunities proactively, allowing our customers significant operational and competitive advantages.  We are active members of industry leading professional organizations including the American Society of Consultant Pharmacists (ASCP), National Community Pharmacy Association (NCPA), the National Council for Prescription Drug Programs (NCPDP), and the American Society of Automation in Pharmacy (ASAP). 

 

We are currently seeking an Application Support Analyst to join our innovative and dynamic team.

 

Overview:

 

The Application Support Analyst is responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively.  Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems.  The Application Support Analyst will also act as a mentor and coach to newer staff.

 

Responsibilities:

 

The essential functions include, but are not limited to, the following:

 

·         Provide principal technical support for end users by providing individualized and personalized attention

·         Diagnose and resolve user problems and educate users on resolutions promptly and professionally

·         Ensure end user needs are met with consistently high quality of service provided

·         Engage appropriate resources to resolve technical issues and update clients on progress toward resolution

·         Fully document each client issue/resolution

·         Act as a coach and mentor for newer staff

·         Work on special projects to improve operating efficiency of technical/applications support

·         Participate in the on-call support rotation, if needed

·         Assist in the QA process of new releases of the software

·         Other duties as assigned

 

Experience:

 

·         Experience and creativity in troubleshooting software application and work-flow process problems

·         Demonstrated problem solving capabilities as well as excellent customer service skills

·         Relational database experience a plus

·         Pharmacy, Long Term Care and/or health care experience a plus

 

Education:

 

Bachelor’s degree and/or equivalent experience and education in a computer and/or training related field

 

Skills:

 

·         Ability to quickly learn new software and technologies

·         Ability to work independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment

·         Ability to take ownership of and follow through on client issues until resolution is achieved

·         Ability to effectively communicate and coordinate with peers and Senior Management when required

·         Experience and creativity in troubleshooting software application problems

·         Ability to speak effectively in interpersonal situations

·         Excellent verbal and written communication skills

·         Strong organizational skills, attention to detail and technical judgment

 

 

We offer the opportunity to contribute to a world class organization on the leading edge of pharmaceutical management technology solutions, a dynamic team environment, competitive salary, and excellent benefits.



SoftWriters, Inc. is an equal opportunity employer. 



WWW.SOFTWRITERS.COM


*Recruiters, please do not contact this post.

 

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