Deliver world-class, “white-glove”, customer support experiences in a call center environment
Act as the “Service Owner” of the support model for Ontada Technology Solutions
Maintain an in-depth understanding of Ontada technology solutions and life sciences products
Partner with Product, Communications, Education and Customer Success teams
Develop a thorough understanding of regulatory requirements and healthcare initiatives
Develop in-depth knowledge of healthcare technology interoperability and Ontada standard integrations
Providing Major Incident Management support
Documenting and escalating issues to Tier 3 support teams
Assist in the development of self-help tools, templates, processes, and protocols
Facilitate the “Transition to Support” for onboarding of new customers
Participate in an On Call Rotation for after hours and weekend coverage

Degree or equivalent and minimum 2+ years of relevant experience
Exceptional communication skills with ability to articulate technical issues to non-technical personnel
Superior organizational skills, attention to detail, and ability to prioritize in a fast-paced environment
Ability to exercise sound critical thinking and problem-solving skills
Thorough knowledge of Regulatory Requirements in Healthcare, Value Based Care initiatives including Merit-based Incentive Payment System (MIPS)
Deep understanding of end-to-end clinical and administrative workflows in Oncology and Hematology settings
Experience using, implementing, or supporting clinical workflow in EHR's, Pharmacy Systems, Lab Information Systems
Understanding of Windows operating systems, networking, and basic hardware troubleshooting
Knowledge of interface technologies, including HL7, XML, DFT, among others

Tier 2 Production Support Analyst

Key skills