• Provides end user support to users of EMRs, specifically Homecare Homebase. • Provides technical assistance by responding to inquiries regarding errors, problems, or questions with the program documenting and following to resolve in a timely manner. • Assists with creating user documentation. • Writes and maintains functional training materials. • Assists with installing upgrades to Patient Management Software under direction of the supervisor. • Tests enhancements that are provided by software vendor to verify workflows and process logic are correct. • Works with software vendor on complex problems to find resolution for the end user. • Establishes timelines and works with various project teams in other departments. • Serves as liaison between team members and functional area management. • Trains end users in a classroom and/or web based environment. • Monitors and reports performance of systems. • Oversees small and intermediate projects. • Assists with coordinating delivery of new enhancements to users. • Participates in on-call duties. • Performs other duties as assigned.

• Provides responsive and effective end-user support for the organization's Patient Management Software, addressing queries, errors, and problems promptly. • Responds to inquiries with a meticulous approach, documenting and following through to resolve issues in a timely manner. • Assists in creating user documentation and maintaining functional training materials, contributing to the knowledge base for end users. • Conducts training sessions in both classroom and web-based environments. • Assists in the installation of upgrades to Patient Management Software under the direction of a supervisor. • Tests enhancements provided by the software vendor to verify correct workflows and process logic. • Collaborates with the software vendor to address complex problems, working towards effective resolutions for end users. • Establishes timelines and collaborates with various project teams across departments, ensuring alignment with organizational objectives. • Acts as a liaison between team members and functional area management, fostering clear communication channels. • Monitors and reports on the performance of systems, proactively identifying areas for improvement. • Oversees small and intermediate projects, ensuring timely completion and adherence to project goals. • Assists in coordinating the delivery of new enhancements to users, ensuring a smooth integration process. • Performs other duties as assigned.

• Install, maintain, troubleshoot, and repair complex equipment • Provide exceptional customer service • Work with customers across research, industrial, and healthcare settings • Contribute to delivering excellent service for sophisticated analytical and scientific instruments

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Provides support to partners with a high attention to detail - Researches, analyzes, and documents findings - Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions - Monitors backup, off-site, and critical service failure events - Investigates and resolves reported failure incidents, escalating when necessary - Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction - Contributes to written articles for internal and external knowledge base - Identifies and escalates situations requiring urgent attention to appropriate teams - Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering - Handles assigned support cases - Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem - Communicates new release features and improvements to our partners that better their experience Company Description ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.