We are currently seeking an application support Analyst to join our exciting and rapidly growing team! Invisalert Solutions is dedicated to ensuring our client’s success by providing proactive and unparalleled support. We strive to build strong relationships with our clients as we work together to improve patient safety initiatives. The Support team will be focused on providing proactive and reactive support by leveraging the tools provided. You will use excellent verbal and written communication skills to address customer questions and use your problem solving and troubleshooting skills to resolve customer and application issues. You will work as part of a dynamic cross-functional team to support continuous improvements and further develop our relationships.

Invisalert Solutions is a healthcare technology company that develops patient monitoring and compliance systems. Using a combination of software, mobile devices and innovative wearables, our ObservSMART system is saving lives at some of the leading hospital systems around the country. We are looking for independent, strong performers eager to join an exciting team to support the Company’s rapid growth!

Responsibilities:

• Subject matter expert on all Invisalert products
• Works directly with customers to resolve moderately complex application issues, services, and assists with updates and maintenance.
• Maintain a known error database and frequently update Application knowledge base with new features.
• Serve as a consultant and trusted knowledge resource for the customer as to how they can best utilize the product to provide value to their business
• Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime.
• Collects detailed information to categorize requests to determine a method of resolution.
• Exercises sound professional judgment in the analysis of a problem to: (1) attempt software solution by phone, or (2) decide proper level of maintenance required to solve the problem.
• Respond to questions regarding basic software configuration including engaging basic features, permissions, configurations, and functionality.
• Proactively respond to application monitoring alerts and alarms.
• Provides continuous status update communication with customers on outstanding issues.
• Maintain pre-defined SLAs of the support desk.
• Participates in after-hours on-call rotation( extra pay)

Requirements:

• Bachelor’s degree
• 1-3 years’ experience in a customer facing role
• Excellent troubleshooting and problem-solving ability – You will be required to demonstrate this at the interview
• Excellent verbal and written skills – You will be required to demonstrate this at the interview

Job Type: Full-time

Pay: $43,699.50 - $68,627.36 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• On call

Ability to commute/relocate:

• West Chester, PA 19380: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)
• AWS: 1 year (Preferred)

Work Location: Hybrid remote in West Chester, PA 19380

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