Application Support Specialist

1 settimana fa

Milano, Lombardia, Italia InterSystems A tempo pieno
Job Title: Application Support Specialist

At InterSystems, we are seeking a highly skilled Application Support Specialist to join our team. As a key member of our support organization, you will play a critical role in ensuring the successful and timely support and deployment of the TrakCare product.

Key Responsibilities:
  • Provide immediate response to customer inquiries in accordance with service standards, ensuring timely and effective resolution of issues.
  • Act as a liaison between our customers and the InterSystems Global Support organization, facilitating communication and collaboration to drive successful outcomes.
  • Liaise with customers to understand their work processes and requirements, ensuring that the TrakCare application meets their needs and expectations.
  • Provide application support for the TrakCare Hospital Management System, ensuring seamless operation and optimal performance.
  • Support the implementation of the TrakCare application, working closely with customers to ensure that the solution meets their business requirements and follows InterSystems methodologies and processes.
  • Escalate open (unresolved) problems in accordance with current policies and procedures, ensuring that issues are addressed promptly and effectively.
  • Conduct individual and group training, product demonstrations, and workshops as required, to ensure that customers have the necessary skills and knowledge to maximize the value of the TrakCare application.
  • Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
  • Be a Subject Matter Expert (SME) for TrakCare, providing expert knowledge and guidance to customers and internal stakeholders.
  • Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
  • Work with our partners to identify potential changes within the parameters of the product, ensuring that the solution remains aligned with customer needs and expectations.
  • Participate in on-site implementations and support-related meetings with customers/partners as required.
  • Participate in the on-call 24-hour roster service, ensuring that customers receive timely and effective support.
Requirements:
  • General aptitude for solving problems and using technology to improve processes.
  • Understanding and experience in implementation of product solutions.
  • Ability to handle multiple tasks simultaneously and within tight time constraints.
  • Proven ability to work through problems with different customer groups achieving positive outcomes.
  • Understanding and experience with Hospital Information, Patient Administration (PAS), and Clinical Information Systems preferred.
  • Understanding of the importance of Health Informatics standards, reporting requirements, and legislative controls.
  • Ability to design and write specification documents related to customer requirements.
  • Ability to work in a team environment with colleagues/partners located in different towns/countries.
Education and Training:
  • BS or MS in Computer Science or equivalent; (Physics, Mathematics, Sciences), OR
  • University degree in medical informatics, management information system, system engineering, or any related field.

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