Technical Support Administrator

eScription, Inc., is a rapidly growing high tech company that is a pioneer and leader in Computer Aided Medical Transcription (CA-MT). The company's patent-pending solution, known as EditScript?, is based on the simple premise that it is faster to edit than to type. With its solution deployed at health care organizations throughout the United States, eScription is helping streamline processes, speed turnaround time, and save costs of medical transcription, without interfering with clinician workflow.


Position Summary:

The Application Support Specialist is responsible for providing expert level support on eScription software programs for enterprise wide hospital systems across the US.

Responsibilities:

? Review ticket queue submitted to eScription Support in the on-line trouble ticket system and determine priority based on criteria set by management
? Take ownership of tickets by locking tickets in a personal queue, based on standard operating procedures
? Respond to client software problems or complaints ensuring that a ticket number is provided and that situations / issues are dealt with appropriately within the specified performance criteria and set goals
? Diagnose / troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions and inter-operability with other software and provide guidance by email, or by phone if required
? Provide service quality to clients by anticipating client needs and informing them of patch, fix, work-arounds and training available
? Repair problems via remote access on client system installations where such permission is granted
? Innovate and create client solutions and recommend changes to hardware and software architecture
? Replicate customer problems, test fixes and document solutions for use by the eScription Support Team
? Contribute to knowledge database and FAQ database for each software component supported, by working alone or in a team-based environment, to establish best practices
? Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria
? Perform software installations for clients as required
? Document suggested enhancements / changes to eScription  software to improve performance and / or usefulness of the eScription products
? Participate in providing training to customers as required
? Maintain up-to-date knowledge of Windows OS issues, Microsoft Office version & patches SQL
? Participate in QA testing and software upgrades including releases, patches and fixes, as directed

? Occasional travel to customer sites within the US is required

? Participation in an on-call paid pager rotation required

Skills and Experience Required:

? 2+ year(s) of progressive computer related experience in a support environment

? Knowledge of Windows 2000/2003, XP and general desktop support issues

? Knowledge of MS Office, with emphasis on Word and Excel

? Experienced in one HTML, SQL

? Some Linux command line usage and/or shell scripting

? Ability to troubleshoot network related issues
? Ability to work autonomously with flexibility and excellent judgment
? Ability to work effectively under pressure to meet deadlines
? Ability to work cooperatively as part of a team

? Healthcare or experience in the Medical Transcription field a plus


Education:
? Four (4) year degree in Computer Science or Information Systems or equivalent experience

 

eScription provides a competitive salary and excellent benefits package.

No phone calls, third parties or agencies please.

Local candidates only will be considered for this position