Client Support Analyst

We are currently seeking a Client Support Analyst for our immunization information system software products to join our expanding national team with headquarters in Greenwood Village, CO. The ideal candidate has strong organizational, problem solving and customer service skills, desire to help the world be a healthier place to live in, and a keen interest in public health technology. This is a permanent position in which you’ll enjoy a competitive salary and benefits package (medical, dental, and vision insurance, 401(k), etc.), a casual work environment, and flexible hours. You must be eligible to work in the U.S. without sponsorship.

This position reports to: Director of Client Engagement

Job Duties and Responsibilities

This is a hands-on position. Typical duties/responsibilities include:

  • Manage incoming tickets to validate ticket priorities and provide responses within required service level requirements
  • Actively work with customers and/or other team members to resolve customer issues and provide advice to our customers on leveraging our software technical assistance to end users, including data quality resolution, provider/organization management, and code set management
  • Respond to complex requests and questions that require a deep level of analysis or investigation
  • Proactively communicate known issues, workarounds, and timeline for resolution to all customers
  • Create FAQs, manage online help and other end user documentation
  • Engage with testing and training activities of new release functionality
  • Support overall system training activities with assisting in developing training content and conducting training on specific system functionality

Required and Preferred Qualifications

Required:

  • Customer support experience
  • Customer service, active listening, verbal, and written communication skills: Leveraging email and phone to resolve problems by clarifying the customer’s issues
  • Problem solving skills: Reproducing problems in software and consulting with vendors to determine the cause of the problem
  • Conflict resolution skills: Selecting and explaining the best solution to solve the problem
  • Documentation skills: Documenting and following up to ensure issue resolution

Preferred:

  • Software customer support experience
  • Prior knowledge or experience with immunization information systems
  • Analysis skills: Preparing product or service reports by collecting and analyzing customer information
  • Training Skills: Preparing training materials and delivery of training

Required Education

  • Bachelor’s Degree in Computer Science, Public Health or related field

Preference will be given to Candidates with:

  • Message-based applications including HL7
  • Immunization Information Systems for Public Health Registries
  • CDC programs and initiatives: VTrckS, VFC, CDSi, IPOM, AFIX
  • Public Health Case Management Systems for Perinatal Hepatitis B, STD
  • Public Health Crisis and Response Administration
  • American Immunization Registry Association MIROW best practices

Required Background and Traits

  • Self-starter willing to work in a dynamic environment with minimal supervision
  • Ability to produce high quality work in a timely fashion
  • Ability to troubleshoot issues
  • Strong analytical and software problem-solving skills
  • Effective verbal and written communication skills
  • Self-motivated to learn and keep up with the latest technologies, tools, and industry trends
  • Strong organization and time management skills
  • Proficiency in Word, Excel, PowerPoint, and Visio
  • Ability to learn new software quickly

Benefits

  • Salary Range: $60,000 to $85,000. Compensation will be determined based on relevant experience and qualifications.
  • Eligibility for variable quarterly bonuses, based on both company and individual performance, after 3 months of employment
  • Health, Dental, and Vision Insurance
  • 401(k) retirement plan with employer match
  • Casual work environment
  • Paid Time Off (PTO) and flexible hours
  • Work from home (WFH) options available

For general employment information at Envision, see Hiring and Employment Policies.

Please submit resumes and salary requirements to: resumes@envisiontechnology.com and include “Client Support Analyst” in the subject line.