Production Support Analyst
Production Support Analyst
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Job Description
Simplifying Care Through Smarter Solutions
Health Note is changing the game in healthcare with AIpowered solutions that simplify patient data management. Like a maestro orchestrating harmony their tools streamline patient intake automate realtime transcription and integrate seamlessly with EHR systems. By eliminating inefficiencies and enhancing care delivery Health Note empowers clinicians to focus on what truly matters their patients wellbeing.
Job Description
As a Production Support Analyst you will ensure seamless integration of Health Note into client operations. You ll triage and resolve customer questions configuration changes and bug investigations while providing strategic guidance to maximize platform value. Join the Professional Services team to enhance customer onboarding and support their journey toward operational success.
Shift: Monday to Friday 8:00 AM to 5:00 PM (EST or PST)
Work Setup: Onsite Bogot and Medell n
- Manage client communication including updates about major releases enhancements and outages.
- Resolve Tier 1 support requests independently and effectively.
- Escalate triage and assist with Tier 2/3 requests as needed.
- Document patient examples and customer requirements for bug investigations and product enhancement suggestions.
- Create and maintain knowledge base articles and disseminate analytical insights or reports.
- Proactively address customer issues by providing rapid resolutions or involving the appropriate team members.
Requirements
The Building Blocks of Excellence
- At least 1 year of experience in a technical or support role particularly with SaaS products.
- Proficiency in customer support software specifically Zendesk and Jira (required).
- Strong time management skills ability to perform well under pressure and expertise in creating workflows to streamline troubleshooting while adhering to standard processes and procedures.
- Enthusiasm for collaborating with other departments to find solutions that address customer needs.
- Confidence in communicating with clients to diagnose and troubleshoot issues both written and verbal with a stepbystep approach.
- Ability to explain technical concepts to both technical and nontechnical audiences.
- Skilled in setting expectations and delivering difficult messages empathetically.
- Bonus: Experience with project management or electronic health records (EHRs).
Tech Stack
- Zendesk and Jira.
Additional Preferred Skills
- Experience with project management or electronic health records. Familiarity with EHRs like Athena and Epic is highly beneficial.
- Knowledge of JSON structure and basic MongoDB searches is an advantage. Critical reasoning is prioritized over systems management skills.
Benefits
Your Ticket to a Balanced Life
- 5 days work week
- Weekends off
- 20 vacation days in total
- Prepaid medicine
- Fullycustomized Emapta laptop and peripherals
- Indefinite term type contract
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations Bogot and Medellin
- Free upskilling through Emapta Academy courses (Want to know more Visit )
Your Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our stateoftheart facilities competitive compensation and a supportive work environment that fosters professional growth. With over 720 clients worldwide and a team of nearly 7400 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.
#EmaptaExperience
The Building Blocks of Excellence At least 1 year of experience in a technical or support role, particularly with SaaS products. Proficiency in customer support software, specifically Zendesk and Jira (required). Strong time management skills, ability to perform well under pressure, and expertise in creating workflows to streamline troubleshooting while adhering to standard processes and procedures. Enthusiasm for collaborating with other departments to find solutions that address customer needs. Confidence in communicating with clients to diagnose and troubleshoot issues, both written and verbal, with a step-by-step approach. Ability to explain technical concepts to both technical and non-technical audiences. Skilled in setting expectations and delivering difficult messages empathetically. Bonus: Experience with project management or electronic health records (EHRs). Tech Stack Zendesk and Jira. Additional Preferred Skills Experience with project management or electronic health records. Familiarity with EHRs like Athena and Epic is highly beneficial. Knowledge of JSON structure and basic MongoDB searches is an advantage. Critical reasoning is prioritized over systems management skills.
Employment Type
Full Time
