Job Description

Job Description

JAG Products markets a software solution named ClinicTracker (www.ClinicTracker.com) to mental health and substance abuse treatment programs nationwide. The software generates an electronic medical record and a host of clinic management tools. Working in a close-knit team environment, your responsibility will be to make sure customers always have the information and support they need to make the most of their experience with our software. As such, the employee’s major responsibilities will be to facilitate support services and look for opportunities to offer additional training as a way of addressing recurrent support issues. You will therefore use your skills to develop strong customer relationships and foster a 360-degree support strategy. You will further use your technical and communications skills to help manage incoming tier two support tickets and phone calls. You will support other departments as necessary.

Primary Responsibilities

Establish yourself as a customer’s personal advocate for making sure all implementation and support experiences are productive and successful:

· Familiarize yourself with clinic requirements and make configuration and process suggestions accordingly

· Conduct regular “Client Health Checks” as a way of monitoring progress

· Proactively suggest to customers training and additional features they might need to enhance their use of the system

· Analyze monthly support ticket statistics to identify customers who might benefit from further training/support activities

· Provide tier two ticket and phone support as needed for assigned clients

· Ensure that clients understand how software updates might impact workflows

· Supply ongoing support ticket updates and follow up on escalated tickets

· Provide end-user training as necessary

Secondary Responsibilities

• Create and update customer reference material
• Coordinate and manage ticket escalations with other departments as necessary
• Other duties as assigned
• Follow up on ticket escalations to ensure customers receive a timely response

Preferred Skills

• Exceptional analytical and problem solving skills
• Effective interpersonal and professional communication skills both orally and in writing
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and solutions through oral and written means

Training and Experience

• Bachelor's degree or equivalent relevant work experience

• Technical experience in a Windows environment

• Experience with software testing preferred

• Previous software customer support experience preferred

• Technical certifications and/or equivalent training preferred

• Experience supporting enterprise software preferred

• Some background in EMR, behavioral healthcare, or medical billing preferred

• Project management experience preferred

Work Location

• While the office is currently open, on-site attendance during the pandemic is optional (most employees are still working remotely)

• During the pandemic, we may ask you to come to our offices for trainings

• After Covid-19 restrictions subside and your training period is over, opportunities for working off-site may arise

Company Description

JAG Products is the maker of ClinicTracker, the leading software solution in the behavioral healthcare market, automates clinic routines, boosts staff productivity, and allows managers to make decisions based on data, not opinion. What sets us most apart from competitors is how our customers can implement workflows and customize processes down to the tiniest detail. Users never have to worry that the system will fail to meet their needs or that our team will leave them stranded. We’re proud of our 20-year history of success in serving customers across the country.