Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
The primary purpose of this role is to assist the Product Support Group in providing customer service to Allscripts clients through research and resolution of support cases and communicating solutions to internal and external customers.
Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics to ensure customer satisfaction (i.e. SLA/PSP)
Works as part of a team to resolve client issues that affect multiple clients
Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future
Share knowledge and practical experience through Allscripts Customer Services teams on product/technical skills to continually improve the capability and effectiveness of the Services/Support teams
Provide accurate information to the Development team, as needed, in order to allow them to correct the software without having to refer back to the originating customer
Maintains status of problem resolution and updates customer and team lead on resolution status
Regular up-to-date accurate information is recorded in the call logging system (e.g. SFDC, SupportForce.Com) so that customers can see progress on the support cases
Adhere to existing policies and procedures
Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensure that these are passed on to the appropriate groups for action in order to drive increased revenue
Documents known issues and solutions and ensures adequate internal communication of problem resolutions. Conveys customer feedback to management
Participates on teams and special projects to improve product and service quality and client satisfaction
Academic and professional qualifications:
Bachelor's Degree in computer science/IT or relevant work experience
1 - 3 years experience with financial/healthcare products in a support, development or consultancy environment
1 year of experience will be in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
Minimal Travel Required
Able and willing to work on shifts or to be on an after-hours rotation
This position is located in the Litchfield, IL office
At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans