Support Analyst
TELCOR Inc · Lincoln, NE · 3 wk ago
On-siteInformation TechnologyFull-time
About the role
Position: Support Analyst. Department: Point of Care (POC). Reports To: Support Director. Location: Lincoln, NE (In office). Employment Type: Full-time, Exempt. Founded in 1995 and headquartered in Lincoln, Nebraska with an office in San Francisco, California, TELCOR is a proven leader in healthcare software, delivering Point of Care (POC) middleware, Revenue Cycle Management (RCM) software, RCM managed billing services, and AI-driven solutions to hospitals, health systems, and independent laboratories nationwide. TELCOR is Great Place to Work Certified®, and our core values — integrity, innovation, dedication, acceptance, passion, and collaboration — guide how we build products and work with one another.
Responsibilities
- Address post-live customer communication received via phone calls and email, including problem reporting, troubleshooting assistance, sales assistance, implementation assistance, questions, etc.
- Use case management software to search and identify relevant solutions and resolutions.
- Work with the customer to provide timely support and escalate unresolved issues as necessary.
- Monitor cases and follow-up as necessary.
- Participate in the after hours on-call customer support rotation.
Qualifications
- Clinical help desk experience.
- Exceptional team‑first interpersonal, organizational, and problem‑solving skills.
- Self‑motivated and dependable.
- Aptitude for explaining technical issues to non‑technical people.
- Bachelor’s degree preferred.
- Embrace the TELCOR POC quality management system (QMS) and its complaint management process.