Support Analyst at WellSky in Northampton, Massachusetts

Job Description:

As a Distance Learning WellSky Learning Center Client Support representative, you will be responsible for verifying and confirming customer-facing application technical issues for escalation. Your responsibilities will include testing, validating, and resolving issues as appropriate through Excel, databases, and development tools concerning the LMS.

A day in the life!

You will be responsible for the following:

- Reviewing, troubleshooting, and documenting escalated software operational issues and technical issues.

- Assisting Development in identifying, debugging, testing, and resolving customer-facing application issues.

- Escalating unresolved issues with thorough documentation as required, maintaining ownership of issue through resolution.

- Utilizing an issue tracking/ticketing system to ensure required response time and resolution times are met.

- Assisting with client demos, walkthroughs and orientation

Do you have what it takes?

Required Experience:

- Bachelor's Degree or equivalent work experience

- 1+ years of experience in a user-facing technical support role or equivalent customer support experience

- 1+ years of experience using analytic tools such as Excel, SQL

- 1+ Years of experience working with a ticketing system ie: Jira, Freshdesk, Zendesk, etc

- Strong competency in Microsoft Office Suite

- Basic understanding of databases and networking

Do you stand above the rest?

Preferred Experience:

- Experience with an LMS or similar web-based virtual environment

- Web-based software support experience

- Healthcare software support experience

- Spanish language skills are a plus

- Experience in Moodle

- Experience in Jira

About Wellsky

WellSky is a technology company advancing human wellness worldwide. Our software and professional services address the continuum of health and social care - helping businesses, organizations, and communities solve tough challenges, improve collaboration for growth, and achieve better outcomes through predictive insights that only WellSky solutions can provide. A portfolio company of TPG Capital, WellSky serves more than 10,000 customer sites around the world - including the largest hospital systems, blood banks and labs, home health and hospice franchises, government agencies, and human services organizations. Informed by more than 30 years of providing software and expertise, WellSky anticipates providers' needs and innovates relentlessly to help people thrive. Our purpose is to empower care heroes with technology for good, so that together, we can realize care's potential and maintain a healthy, flourishing world.

We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, a new Health Savings Account with a generous employer contribution and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!

WellSky provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for U.S. based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position..

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