Support Analyst

About the Position

TelePharm builds software for healthcare organizations to streamline workflow and communication in order to strengthen their patient relationships and adherence outcomes. We seek to enable broader global patient access to cutting-edge personalized medicine. Our clients range from mom and pop pharmacies to large healthcare systems across the United States.

Being part of a small team means wearing many hats. As Support Analyst you will play a critical role in our customer’s success by developing processes to provide them with an unmatched onboarding and support experience. You are a creative and self-motivated individual, excited to learn new things and tackle new problems. You thrive in a startup environment that demands you stretch yourself, and you flat out get stuff done.

 

Responsibilities and Expectations

• Become a TelePharm platform expert including backend / technical workings and practical business applications.
• Promote revenue growth, customer adoption, retention, and overall satisfaction.
• Act as a bridge between development and customer success team.
• Level 2 support.
• Technical documentation for publishing on customer success team knowledge base.
• Contribute to the development of customer success team software tools - release distribution, rapid deployment, and testing tools.
• Hardware discovery, management, configuration.
• Customer and user onboarding process development and automation.
• Determine minimal use case to recreate and resolve software and network issues immediately, or provide concise details to development team for further analysis and resolution.
• Maintain and enhance customer satisfaction by providing proactive support and communication.
• Travel 25%

 

Skills and Requirements

• Exhibit strong leadership, communication, team-first attitude and problem-solving skills.
• Ability to work independently and take initiative to complete tasks and identify problems with little to no direction.
• Exceptional project management and analytical skills.
• Network configurations and troubleshooting, (VPN, Firewall, etc).
• Some scripting language knowledge (JavaScript, Python, etc).
• Understanding of Software as a Service
• Ability to identify and submit product enhancement requests
• Experience with networking, wireless, firewalls, security, anti-virus, remote access, user management and backup.
• System monitoring, alerting, problem logging, and coordinating tasks effectively to troubleshoot issues for prompt resolution.

 

Bonus Points

• Working knowledge of HTML/CSS
• Pharmaceutical/Health Care experience
• HIPAA/PHI training
• Pharmacy Technician experience

 

About TelePharm

We are a small team of technology enthusiasts, and we like to have fun while changing an industry. We work out of a unique office space in downtown Iowa City. We offer health benefits, competitive compensation, Taco Tuesdays, discounted downtown parking and a working environment with team members who want to be the best at what they do.

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Last updated on Aug 28, 2022