Job Description
About Us
We are a thriving, Manhattan-based medication management solutions company committed to tackling the $528B suboptimal medication management problem. Patient medication information is often incomplete for healthcare providers and systems – it’s our mission to fill in the gaps. We provide real-time, universal access to accurate medication data for over 265 million patients and high-quality interventions by board certified telepharmacists. Through our solutions, healthcare providers can reduce preventable hospitalizations, avoid readmissions, and ultimately, improve patient outcomes. We’re already used by dozens of hospital systems, with tens of thousands of clinicians and supporting staff using us to care for millions of patients.
Here at Cureatr, we are driven by a core set of values and strive to incorporate them into everything we do. We care deeply about our users, patients, and employees, and we aim to live and operate compassionately. We take pride in creating a diverse, inclusive, and equitable company culture, where our open and honest approach to work fosters innovation and encourages employees to achieve professional and personal growth.
The Role
As a member of the Customer Solutions Department at Cureatr, Inc the Internal IT Support Specialist is responsible for supporting our internal employees, including our tele-pharmacists, with account and machine set up. As the Internal IT Support Specialist you will be managing internal support requests and quality assurance. If you’re highly motivated, energetic, have experience with healthcare information technology, and want to pursue an exciting career opportunity, please read on.
Responsibilities
- Triage all incoming internal support requests
- Interface with account managers, developers, product team, and pharmacists to resolve reported issues
- Coordinate with developers and product specialists to perform quality assurance (QA) testing ahead of each new app release
- Create robust test cases for new product features and regression test scripts for existing functionality
- Develop a keen understanding of the product and systems
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Setting up accounts for new users
- Troubleshoot, diagnose, and resolve technical software tier 1 and tier 2 support tickets by providing actionable tips to resolve issues remotely.
- Attend in-person meetings with the end-user to analyze, troubleshoot, and diagnose software problems if needed.
- Document interactions and follow-up with internal users to ensure issues are resolved within the ticketing systems.
- Create training materials based on the troubleshooting issues
- Guide end-users with confidence and composure through corrective measures and ensure high levels of satisfaction
- Track and route support requests via computerized ticketing system; thoroughly document resolutions
- Identify and escalate support situations requiring urgent attention
- Send technical documentation to users if needed
Preferred Qualifications
- Understanding of low-mid level technical concepts such as single sign-on, SAML, oauth, GSuite, SAML (most of the 3rd party integrations with GSuite are via SAML).
- desktop support for Windows, macOS and ChromeOS (chromebooks) - e.g. how to enable Bitlocker on Windows and FileVault on macOS.
- Experience with and knowledge of Amazon Web Services (AWS)
- Exceptional written and verbal communication skills and the ability to communicate clearly with diverse audiences
- Problem-solving skills including a tendency to anticipate challenges and/or questions, and proactively address them
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Highly organized and detail-oriented to keep Help desk tickets in order with detailed notes
- Ability to collaborate with the other team members of the project
- Demonstrated ability to effectively manage time, balance multiple competing priorities, and remain adaptable and positive while navigating challenges
- Demonstrated ability to follow through on commitments with an appropriate sense of urgency
- Proficiency with Microsoft Office and GSuite required.
- Experience in Zendesk, JIRA, or another issue tracking product preferred
- Experience in Healthcare and working with Healthcare providers, especially pharmacists, preferred
Education
- College degree preferred, but relevant experience may be substituted for education
Cureatr is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases
Powered by JazzHR
4D1gGlrBoC