Client Technical Analyst IV

Client Technical Analyst IV

This position is a first shift positon that is Monday - Friday.

Founded in 1998, Spheris is the nation's premier, digital medical transcription service provider.  Through cutting-edge technology and a work force of 5000 employees, Spheris serves over 200,000 physicians at more than 500 health systems, medical centers and clinics in the United States and Canada.

Summary: 
Leads the Client Technical Support Team of 3-4 employees in a 24x7x365 Call Center environment. He or she will be responsible for providing professional and prompt first level technical support via the telephone. Will be furnishing problem definition, analysis of problem, and solutions for the end users and assisting his team to do so. Excellent communications skills are necessary in this role, as a key function of this position is to communicate clearly and effectively with all parts of the company when outages or production issues arise.

Job Responsibilities:
-Responsible for providing professional and prompt first level technical support via the telephone. Will be furnishing problem definition, analysis of problem, and solutions for the end users and assisting his team to do so.

-Monitor and analyze trends to ensure continuous improvement. Collaborate with other teams to resolve cross-departmental problems or issues.

-Ensure that CTS personnel are properly executing defined process and procedures.

-Effectively communicate with other technicians on technical matters, as well as all levels of internal and external personnel in a team-oriented environment.

-Provide superior customer service.  Service levels will be measured by phone metrics and service levels.

-Provide technical and customer service mentoring for less experienced personnel.

-Oversee the maintenance of run-books, procedures, escalation lists, and contact and system configuration information as well as be technical escalation contact for first level analyst.

-Analyze existing processes and procedures to identify needed improvements. Drive the implementation of those improvements, coordinating with other teams as required

-Maintain an area responsible for 24/7/365 customer support as well as escalation processes.

-Develop and maintain incident management processes, procedures, and associated tools requirements.

-Assist with the creation and delivery of Post Mortems and incident reviews.

-Perform other duties as assigned.

Decision-Making:
-Ability to analyze operational performance data and trends to determine courses of action.
-Discerning operational issues and making the call on which ones need to be escalated to management.

Job Qualifications:
Education:
AS/AA/BS degree/diploma in Information Technology, Business, or equivalent additional experience

Experience:
Minimum 4 years experience in a highly complex, demanding and rapidly changing computing environment in a 24x7-call center environment in support of mission-critical applications. 

Knowledge / Skills:
-Strong technical skills with databases (SQL and/or Oracle), personal computers, Networks, and Internal Spheris transcription applications and job workflow, Microsoft Office products, including Outlook, Word, and Visio

-Good oral and written Communication skills must be able to communicate at a technical level as well as at a higher level that a customer would be able to understand. 

-Must have excellent technical and analytical skills and have the ability to manage multiple and conflicting priorities. 

-Must be able to adhere to departmental and corporate processes and procedures.

-This position requires knowledge of NT/2000/2003, PC hardware, Networking, software troubleshooting and knowledge of

remote system hardware and troubleshooting. 

-Quick learner with the ability to take self-initiative to resolve problems with minimal assistance

Licenses / Certifications:
MSCE, MCP, CCNA, all preferred but not required.

Please apply directly at http://www.spheris.com/; for quick consideration please include salary requirements.

Spheris offers a comprehensive benefit package including medical, dental and visions insurance, short-term and long-term disability coverage, life insurance, 401k plan and Paid Time Off.