Production Support Analyst
Production Support Analyst
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Job Description
Empower Providers and Patients Through CuttingEdge Healthcare Technology
Transforming healthcare doesn t have to mean sacrificing your balance. This opportunity lets you thrive in the dynamic healthcare technology industry while enjoying the perfect harmony between work and life. Expand your horizons embrace cuttingedge tools and be part of a movement transforming patient care because your career deserves a healthy upgrade.
Job Description
Be part of our client s team as a Production Support Analyst where you ll handle client communications for releases and updates resolve Tier 1 support requests and escalate complex issues. You ll document requirements create knowledge articles and deliver analytic insights ensuring seamless operations and exceptional service in healthcare technology.
What Awaits You
Shift: Day Shift (8:00 am 5:00 pm EST or PST); Colombia time 8:00 am 5:00 pm or11:00 am 8:00 pm
Work Setup: Onsite Bogot /Medell n
Your Role: Responsibilities That Matter
- Managing client communications regarding major releases enhancements and outages.
- Resolving Tier 1 support requests and escalating Tier 2/3 issues as necessary.
- Documenting customer requirements for bug investigations and product enhancement requests.
- Creating and maintaining knowledge base articles.
- Sharing analytical insights and generating reports.
- Providing rapid issue resolution or coordinating with team members when required.
Requirements
What You Bring to the Table
- Proficient in customer support software including Zendesk and Jira.
- Experienced in time management and troubleshooting workflows.
- Strong collaboration skills with the ability to interact effectively with clients.
- Skilled in explaining technical concepts to diverse audiences.
- Empathetic and professional in setting expectations and addressing challenges.
Technical Proficiencies
- Customer Support & Issue Management Tools:
- Zendesk: Ticket management and customer support.
- Jira: Bug tracking task management and project workflows.
Knowledge Management Tools:
- Confluence: Documenting and sharing knowledge base articles.
- Notion or similar tools: Internal documentation and task tracking.
Data Analysis and Reporting Tools:
- Excel/Google Sheets: Creating reports and analyzing data.
- Tableau/Power BI: Visualizing insights and generating customerrelated reports.
Technical Troubleshooting Tools:
- Postman: API testing and troubleshooting.
- SQL: Basic querying to investigate data issues.
- Splunk/Loggly: Log monitoring and debugging.
SaaS & Cloud Platforms:
- Familiarity with SaaS architecture and cloudbased platforms like AWS Azure or Google Cloud Platform.
Preferred Experience:
- Experience in project management or working with electronic health records (EHRs) is a bonus.
Benefits
Perks that Await You
- 5 days work week
- Weekends off
- Work from home arrangement
- 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 )
Who You ll Work With
Our client Health Note is at the forefront of healthcare technology. Their mission Transforming clinical documentation and patient intake with AIpowered solutions. From previsit documentation to realtime scribing Health Note empowers providers to deliver more accurate efficient care. They ve already powered millions of patient visits nationwide and they re just getting started.
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
What You Bring to the Table Proficient in customer support software, including Zendesk and Jira. Experienced in time management and troubleshooting workflows. Strong collaboration skills with the ability to interact effectively with clients. Skilled in explaining technical concepts to diverse audiences. Empathetic and professional in setting expectations and addressing challenges. Technical Proficiencies Customer Support & Issue Management Tools: Zendesk: Ticket management and customer support. Jira: Bug tracking, task management, and project workflows. Knowledge Management Tools: Confluence: Documenting and sharing knowledge base articles. Notion or similar tools: Internal documentation and task tracking. Data Analysis and Reporting Tools: Excel/Google Sheets: Creating reports and analyzing data. Tableau/Power BI: Visualizing insights and generating customer-related reports. Technical Troubleshooting Tools: Postman: API testing and troubleshooting. SQL: Basic querying to investigate data issues. Splunk/Loggly: Log monitoring and debugging. SaaS & Cloud Platforms: Familiarity with SaaS architecture and cloud-based platforms like AWS, Azure, or Google Cloud Platform. Preferred Experience: Experience in project management or working with electronic health records (EHRs) is a bonus.
Employment Type
Full Time
