SUMMARY:
C/NET Solutions CNExT Cancer Registry software is used by Cancer Registrars for meeting mandated cancer reporting as well as analysis of the cancer population at their medical center. Together with our Cancer Alert System, efficiency in identifying and reporting of cancer is realized. We meet HIPAA and security regulations and allow remote access. All C/NET Solutions software can be run in mixed technology environments where the highest standards in database security or remote access are required.
The Lead Technical Support Analyst serves as the lead for the support team. This position provides a full range of C/NET software training and support to customers. Testing of software, customer training, writing documentation, and various types of non-routine communications with customers and staff are required. The Lead Technical Support Analyst must show proven analytical and problem-solving abilities as well as the ability todevelop specifications work with multiple layers of network and application infrastructure and advanced knowledge of SQL. This position supports C/NET Solutions and our customers by providing training to new support staff and leading projects that require a high degree of technical knowledge and the use of helpdesk systems. The Lead Technical Support Analyst reports directly to the Information Technology Manager.
This is a remote, regular full-time position with a work schedule of 40 hours per week. The incumbent must be able to work during core business hours, 6am to 3pm, for the Pacific Time zone; and work more than 8 hours a day, 40 hours a week, and on weekends as needed. Occasional travel may be required. Candidates in the United States (all Time Zones) are welcome to apply.
Full salary range for this position: $86,029 to $127,149 per year. The typical hiring range for this position is from $86,029 (minimum) to $106,589 (midpoint), based on 100% FTE. The starting salary is determined using a variety of factors, such as the candidate's knowledge, skills, and experience, as well as internal equity consideration and budget availability.
Employment Type: Full Time
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
SoftwareSupportUsersofCNExTandCancer Alert System (CAS)software-65%
- LeadshighlevelcustomerandcompanyprojectsbyactingasProjectLead.
- Leadsdirectcommunicationwithcustomersregardingcustomerneedsortraining.
- LeadsticketdistributionstoSupport Team.
- Leadsweeklyticketreview calls.
- Providesadviceandsupportforticketquestions.
- Acts as backuptoSupport Team Manager.
- ProvidesregularsupporttoensurecustomersatisfactionintheuseofCNExTandCASsoftware.
- Conductsneedsanalysistodetermineappropriatesolutionrequirementsforneworexistingclients.
- Consultswithdecisionmakersandcustomer'sITstaffonimplementationstrategiesandtimelines.
- Performs Project Lead duties, coordinating resources and tracking project deliverables when working on complex projects with enterprise customers.
- Proactivelycontactsclientsduringtheimplementationprocesstoassesstheirsatisfactionand/or training needs.
- ConfiguresandinstallssoftwareimplementedviaCitrixandVirtualizationplatforms.
- AssistswithtroubleshootingofnetworkanddatabaseconnectionsaswellasanyPCand/or client issues related to CNExT and CAS software.
- UnderstandsActiveDirectoryanduseraccess/permissionsinrelationtonetworkresources.
- Logsallcallsandassignsjobnumbersforcalled-inproblemsinCNET'stroubleticketingapplication.
- Identifies software bugs and submits software modification (FixNotes) requests to the Programming department.
- Documentsresolutionsforallreportedsupportrequests.Analyzingtrendstopreventanyfuture problems.
- Escalatessoftwareproblemsraisedbyusers.
- ProvidesCNExTandCASsoftwaretrainingtousersandstaff.
- UnderstandsSQLserver'sandtroubleshootissuesrelatedto/impactingCNExTandCAS.
- Appliesvariousdiagnosticutilities(Ex:Eureka
