Technical Customer Support Analyst Tier 2

Technical Support Analyst - Tier 2Professional ServicesMinneapolis, MinnesotaDescriptionA job at Provation is your chance to make a difference in the lives of medical professionals and their patients who depend on our software each and every day. Provation is the premier software provider of procedure documentation, workflow automation, and clinical decision support solutions and trusted by leading physicians globally. As a market leader for more than 25 years, we proudly serve thousands of hospitals, surgical facilities, physician groups and medical offices, including 19 of the top 20 U.S. hospitals and health systems and all 20 of the top 20 ASC management companies.Provation software helps providers increase operational efficiencies, business profitability, and regulatory compliance by improving quality, streamlining workflows, and enabling insights. For you, that means working on a team that is passionate about finding innovative solutions to meet customer needs, as well as improving and making a difference in the healthcare industry.In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. At Fortive inclusion and equality are inextricably linked within our core values. Just as we invest in our teams’ health and wellbeing, we continuously improve on our promise to deliver equitable benefits and offerings for all. Together, we are stronger, and we can harness the power of the Fortive Business System to better serve our healthcare customers with innovative digital offerings and industry-leading productivity solutions that clinicians can trust.Job Summary:The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.Duties & Responsibilities:Provide exceptional customer support to all Provation customersMaintain professional, friendly approach with customersListen to customer’s needs and take appropriate measures to assist themActively assist with Provation’s customer call centerDuring periods of high call volume, take customer calls as neededField customer interactions via phone and emailCreate and manage cases in Salesforce.comThorough documentation is requiredEnsure Service Level Agreements are being metOn-call for Provation MD and Apex productsBe escalation point for tier 1 on-callAssist with overflow for tier 1 on-callOwn urgent issues, escalating as appropriate to others after hours, including development, DevOps, DevSecOps, and managementTroubleshoot and resolve complex issuesRecover customer databasesTroubleshoot application performance problemsUse systematic troubleshooting approach to determine root cause and solve issuesLead conference calls and meetings related to escalated customersManage issues listsParticipate/lead scheduled conference calls with customer contactsParticipate/lead internal meetings to drive resolution of complicated issuesProvide frequent follow-up with customersDocument action plan and update case informationContribute content to our knowledge management system and customer websiteAssist with one or more special projects, as needed and directed by support management, including:Beta update and hotfix deploymentSalesforce.com (CRM, Knowledge, and/or Community) administrationCustomer issue trending and reportingTraining needs for the customer support team related to products and/or processesQA to test fixes/software changesProduct documentation reviews/approvalsTechnical ownership for one or more of our top tier customers (by maintenance contract)Any other duties as assigned by customer support managementJob Requirements:Education & ExperienceTwo-year or four-year college degree or equivalent work experience2+ years of working knowledge for:Computer operating systemsSoftware troubleshooting techniques4+ years of previous customer support experience is preferredExperience managing escalated customersSome experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plusExperience in the healthcare industry is a plusOther Knowledge, Skills, Abilities or Certifications:Strong technical aptitudeExperience in Salesforce or another customer relationship management system (CRM) is a plusParticipation in knowledge share through established knowledge management system (KMS) is a plusMust be able to work independently while actively supporting a strong team environmentExcellent interpersonal skillsExcellent written and oral communications skillsEnergized by the challenge of identifying new opportunitiesExperience working within premise-based product model is a plusPurpose:Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values -

Provation CARES:Community:

We have a shared sense of improving healthcare, enriching the broader world we live and serve.Accountability:

We own it and get it done with integrity.Respect:

We build diverse teams that collaborate and communicate with positive intent and trust.Excellence:

We welcome new ideas as we innovate quality solutions.Service:

We are passionate about putting customers first.Fortive Corporation OverviewFortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.Fortive: For you, for us, for growth.

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