Technical Support Analyst, Integrations

The Staff Pad has partnered with a B2B Software Company headquartered in the theater district of Cleveland, Ohio. Along the way theyve secured notable awards, some of them include 2021 Top Workplaces in Northeast Ohio and 2021 Weatherhead 100. We re growing fast, we love what we do, and we do it with passion.They value people who are dedicated to innovation, and we reward them with flexibility, challenging work, competitive pay, solid benefits, equity participation, career growth, and personal development. We re looking for a "Technical Support Analyst, Integrations" to provide day to day support to new and existing customers. In this role you will provide support and communicate best practices to ensure customer success. You may also be responsible for providing additional training to current customers.

Our client has been uniquely dedicated to the needs of the long-term post-acute healthcare and senior living workforce. They recognize that employees are the greatest asset, and today its more critical than ever to attract and retain staff members. Their HCM software solutions are designed to deliver operational excellence while improving the daily lives of healthcare employees, so you can focus on what matters most delivering quality care to patients and residents.

WHAT YOU LL DO

Work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary Manage inbound support requests through multiple channels of communication Clearly communicate with customers while on support calls Determine workarounds in the event the issue presented is an open defect within the application

Document information related to the ticket in Salesforce in detail; track activities in

Salesforce

Perform customer training if the opportunity presents itself during the life cycle of the

support ticket

Advocate for the customer and the Customer Success team, as appropriate

Communicate scheduling and labor management best practices to the customer when

necessary

Provide feedback to Logicalis on regular basis

Identify opportunities to streamline the overall support process for better customer

outcomes

Coordinate and manage strategic customer system changes and solution integrations

WHO YOU ARE

1-2 years of experience in a technical customer service or help desk role

Demonstrated success working directly with customers in a customer support capacity

Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)

Ability to effectively manage multiple tasks

Strong written and verbal skills

Organized and detail oriented

A team player who can take direction and ownership of individual work

Goal oriented individual ready to ensure the success of all OnShift customers

Available to work onsite in Cleveland, OH

WHAT S IN IT FOR YOU

Opportunity to learn and build skills in a high growth, collaborative culture

100% employer paid medical premiums for employees and their dependents, plus dental and vision options for election

100% employer paid short-term and long-term disability

PTO and paid holidays

2 reset/recharge days

Health and wellness package

Paid parental leave

401k and company stock options

Annual company bonus