• Product Support Analyst

    Job Locations US-MO-St. Louis
    Posted Date 2 weeks ago(4/5/2018 4:48 PM)
    Professional Services
  • Overview


    • Do you love serving as a technical expert?
    • Are you passionate about high-quality customer service?
    • Are you excited about the idea of improving healthcare through technology?
    • Do you love working in a fast-paced, highly collaborative, team oriented environment?


          …If so, you should talk to us!


    FormFast, a St. Louis-based healthcare technology company, is growing its team! As a member of FormFast’s Product Support Team, you will be responsible for responding to incoming inquiries from FormFast’s customer base regarding the fuctionality and customization of the company's software products.


    This position requires top-notch analytical skills, an ability to identify with both customers and technical challenges as well as a desire to understand and resolve questions and concerns with corrective action.


    General Summary:

    Provide product support to Customers through a variety of methods. Will also liaise with the internal Implementation Consulting, Engineering and Product Management teams. This individual will work out of our headquarters and need to be based in the St. Louis area.


    Essential Job Functions:

    1. Become a software expert in all of FormFast products.
    2. Develop an understanding of customer processes and standard operating procedures.
    3. Interact with Customers, via phone, e-mail, or web, to provide responses to inquiries and diagnose, troubleshoot, and resolve product-related issues, including guidance on product features, and configuration and implementation options.
    4. Document cases and customer interactions using issue tracking system (SalesForce).
    5. Demonstrate responsiveness and send of urgency in all customer interactions.
    6. Research issues by collaborating with other internal resources when a solution is not readily available.
    7. Serve as a liaison between the customer and Engineering team to resolve issues.
    8. Gather information and reports on design, reliability and maintenance problems and technical bugs.
    9. Establish, implement and continuously review best practices for FormFast’s delivery of product support.
    10. Works with the Manager of Product Support to identify and drive new initiatives.
    11. Skills development, administration, and other duties as assigned.

    Primary Objectives:

    • Promote positive customer experiences.
    • Advocate for customers by coordinating and communicating suggestions for software enhancements.
    • Identify, escalate, and/or redirect priority issues to others as needed.
    • Stay current with FormFast software updates and demonstrate product expertise.


    Knowledge, Skills, Abilities:


    • Knowledge of IT software and infrastructure in hospital environments
    • Knowledge of hospital applications, interfaces and data protocols
    • Knowledge of best practices in client services methodologies and processes
    • Knowledge of company products, services, policies, and procedures
    • Knowledge of marketing and customer programs, data, and results
    • Skill in completing multiples tasks at once
    • Skill in identifying and resolving customer problems
    • Skill in oral and written communication
    • Skill in consultative, listening, communications and analytical thinking.
    • Skill in team-building with technical and non-technical staff
    • Ability to translate customer requirements into product functionality and design
    • Ability to relate the products and solutions we provide to true business value for our customers
    • Ability to be self-discipline, motivate, and manage several cases at a time
    • Ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers
    • Ability to communicate professionally with coworkers, customers, and vendors
    • Ability to work independently and meet managerial goals
    • Ability to follow oral and written instructions
    • Ability to organize daily activities of self and others and to work as a team player


    Education and Experience:

    • BA/BS degree or equivalent experience
    • 4+ years of experience providing product application support
    • Very good experience and skills troubleshooting web applications built on
    • MS web technologies, including Windows internals, IIS, AD and SQL Server

    Must be able to very effectively communicate with customers, vendors and employees.

    Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required and personnel so classified. Also, the do not establish a contract for employment and are subject to change at the discretion of the employer.


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