Software Support Analyst II

Overview

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Software Support Analyst II to join our team. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

• Owns the post-sales/post software implementation customer relationship and aims to delight customers with every engagement.
• Provides advanced technical support via phone and email for the company’s product portfolio by answering “how to” questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution.
• Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution.
• Leads and manages the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly, monitors progress to problem resolution and communicates feedback and updates to management and customers in a timely manner.
• Leads and manages troubleshooting deep dives with customers and field teams at the application integration, OS, database, server and network levels.
• Leads and manages technical escalations to maintain control of the situation during the troubleshooting process until resolution.
• Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team.
• Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended.
• Meets service delivery metrics as defined by the department and performs special projects and tasks as assigned.
• Analyzes ticket trends and identifies opportunities for education to customers and Impact team to help with overall ticket count reduction.
• Challenges status quo to ensure current processes are always improving and enhancing customer experience.
• Training and onboarding Support Analyst Level I positions.

• Bachelor Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.
• At least 4 years’ experience and knowledge of working in technical support external customer-facing environments is critical.
• Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills.
• Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues.
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
• Ability to leverage scripting tools to continually improve process efficiencies.
• Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
• Demonstrable proficiency in the following areas:
• MSSQL (Stored Procedures, Ad Hoc queries using sqlcmd or SSMS)
• Experienced software installation in Windows OS
• TCP/IP (DNS, UDP/TCP, ICMP, ARP)
• Virtualization platforms
• Microsoft Office Tools (MS-Word, Excel, Outlook, PowerPoint)
• Remote Connection Software (Go To Meeting , Microsoft Remote Desktop, VNC, Skype, Google Hangouts)
• Salesforce or other CRMs, Jira or other bug tracking tools.
• Apple iOS (iPhone, iPad, application installation, settings)
• Understanding of EMRs, HL7 and integrations
• Additional preferred knowledge:
• Knowledg…