Job Description:
As a Problem Analyst, you will be a pivotal member of our technical support team, serving as a key escalation point for complex issues and driving long-term solutions that enhance patient care. You will proactively identify recurring problems, analyze trends, and collaborate with development teams to implement permanent fixes. Your expertise and insights will help refine support processes, ensuring teams are equipped with the latest knowledge and tools to deliver exceptional service.
Primary Responsibilities:
- Investigate root causes of technical issues and develop effective workarounds.
- Create, maintain, and update knowledge articles for internal teams and customers.
- Collaborate with Product and Development teams, providing updates and sharing insights.
- Support training initiatives for new and existing support colleagues.
- Represent Support in Product Triage Team meetings and act as a liaison with development teams.
- Contribute to process improvements and recommend tools to enhance support efficiency.
Who You will Be:
We are looking for a proactive problem solver with strong analytical skills and technical expertise. You will bring excellent communication skills and a collaborative mindset to help deliver outstanding support and drive continuous improvement.
What We Offer:
- Recognition and rewards for your performance.
- A challenging environment with clear guidance on success metrics.
- Opportunities for career development in this role and beyond.
Required Qualifications:
- Proficiency in SQL (writing scripts and database interrogation).
- Strong knowledge of Pharmacy systems and EMIS Health Systems.
- Experience in a technical support environment.
- High attention to detail and ability to manage a varied workload.
- Excellent stakeholder engagement and communication skills.
- Understanding of compliance requirements (Legal, Clinical, InfoSec).
- Customer-focused, collaborative approach to problem-solving.