Essential Duties & Responsibilities
Respond to customer queries in a timely and accurate way via email and possibly phone.
Serve as the primary point of contact for all support communication, both oral and written.
Be available to engage with clients on the support phone queue and communicate with team members on status changes.
Create and maintain accurate documentation for each support issue.
Available to actively monitor work queue for proper severity process.
Communicate efficiently between management and other team members to create an amicable environment.
Act is an advocate for the client by providing constant communication and proper escalation on client issues.
Install and configure proprietary software solutions remotely.
Serve as a first level of technical support for clients to troubleshoot issues and can escalate when needed.
Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently
Recommend improvements in both processes and tools used by the support team
Qualifications
Excellent oral and written communication skills
Demonstrated organization and planning abilities
Strong critical thinking and problem-solving skills
Ability to exercise effective decision-making in a fast-paced environment
Ability to communicate professionally with people at all levels of the organization
Experience working with different data formats (e.g., HL7, XML, CSV, etc.) (preferred)
Knowledge/experience of/with networking and different connectivity solutions (e.g., VPN, SFTP, TCP-IP, etc.)
Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.) (preferred)
Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
Background in Computer Science, Information Technology, or Business (preferred)
Bachelor’s degree from an accredited college or university (preferred)
2 years of related experience (preferred)
Additional Information
ELLKAY is committed to fostering a collaborative and high-performance work environment that supports innovation, teamwork, and professional growth. Most roles are designed to operate from our office locations to encourage effective collaboration and engagement across teams. Any alternative work arrangements may be considered at the company’s discretion based on role requirements and business needs. For more information about our company, please visit www.ELLKAY.com. ELLKAY is a Smoke-Free Workplace.
ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
