Department: 12268 Enterprise Corporate - Clinical Service Desk Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday through Friday, 8a-5p, rotating weekends and holidays Pay Range $26.55 - $39.85 Major Responsibilities - While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users. - Demonstrates basic written and oral communication skills, including good listening and verbal skills. - Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI). - Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support. - Completes required training outlined by the department with a specific focus on maintaining patient safety. - Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed. - Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace. - Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality. - Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs. - Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team. Minimum Job Requirements Education High School Diploma or GED is required. Certification / Registration / License Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department. Work Experience - One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required. - Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively. Knowledge / Skills / Abilities - Strong interpersonal and customer service skills. - Basic understanding of call centers and call tracking systems. - Strong technical aptitude with the ability to learn quickly and support software applications. - Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology. - Ability to manage multiple priorities in a dynamic work environment. - Analytical and problem-solving. - Basic knowledge of medical terminology. - Ability to travel to system locations to provide Service Desk application support. - Ability to maintain confidentiality and work as a team. Physical Requirements and Working Conditions - Must be able to sit for extended periods of time. - Must be able to perform fine hand manipulation when using a keyboard and mouse. - Must be able to wear an over the ear headset for extended periods of time. - Position may require travel which may result in exposure to road and weather hazards. - Exposed to a normal office environment. - Operates all equipment necessary to perform the job. - Essential/Critical requirements for emergency event staffing. Preferred Job Requirements Education A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred. Certification / Registration / License Epic certification in at least one module is preferred. Experience Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred. Preferred remote locations in IL, WI, NC, GA Fully Remote Role from these states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. No relocation, No Sponsorship for this position or transfer of visa for this position. Knowledge / Skills / Abilities - Formal training in a variety of information systems technologies is preferred: - Desktop applications (MS Office, O365, Edge, Chrome) - Knowledge of Active Directory environment (users, printers, computers, groups) - Operating Systems (Windows OS, macOS, iOS, Android OS) - Basic networking knowledge including wireless connections - Epic EHR - Clinical Workflows - Service Delivery Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with high employer contribution - Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity A technical expert focused on end-to-end delivery of the AlinIQ Digital Health applications. Along with the technical aptitude, this role is client facing and individuals need to also have excellent communication, critical thinking, and other soft skills to ensure high client satisfaction. - This is a remote position - Location: Boston - Easy access to major metropolitan airport - Must be able to travel up to 75% - Must have a Valid Driver’s License. Required Qualifications - Education in Computer Science, Information Systems, Biomedical Engineering or Medical or Hospital Informatics or related disciplines - 0 to 1 years of experience preferred installing, configuring and/ or maintaining informatics applications. - Or relevant comparable experience (e.g. lab technician with experience in operating analytical equipment, performing sample registration, releasing patient sample results, and handling laboratory information systems). Special Skills & Knowledge - Able to execute assigned tasks satisfactorily with a high degree of commitment and quality, independently - Technical proficiency with general business applications such as MS Office, MS Project/ Smartsheet - Ability to train customers in a peer-to-peer approach and convey best practices. Key Competencies & Desirable skills - Understanding of database applications and their use in business applications - Analytical mindset to understand processes and identify areas for improvement. - Strong verbal and written communication skills with excellent customer facing capabilities. - Attention to detail and a concern for quality. - Able to innovate and willing to bring ideas forward, escalate issues and risks in a positive way. Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. The base pay for this position is $50,700.00 – $101,300.00In specific locations, the pay range may vary from the range posted. JOB FAMILY: Support Services DIVISION: CRLB Core Lab LOCATION: United States of America : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 75 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients. We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change. We’re looking for an experienced Technical Support Specialist to join our growing Support team at Submittable. In this role, you’ll do more than just solve tickets; you will enhance and nurture the customer experience by providing fast, thoughtful solutions to technical challenges. You’ll partner closely with our Customer Success team to ensure our users are maximizing the platform's potential and achieving their goals. While your primary responsibilities are providing our users with a great experience, you will also have the opportunity to learn about, and contribute to, the evolution of our support model, offerings, and client-centric approach. This is a full-time position reporting to the Manager of Support Services. How You’ll Make an Impact: - Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out. - Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey - Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions. - Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience. - Anticipate Needs: Proactively address customer concerns before they happen - Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve. - Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable. What We’re Looking For: - 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred - Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice. - A Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for "the why" behind a technical issue. - Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it. - Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool. - Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools. - Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus. - Extra Credit: A basic understanding of at least one programming language will help you hit the ground running with our more technical queries. Location: This is a remote, U.S.-based role and you must live and reside in the U.S. full-time. Salary Details: The annual salary for this position is $55,000 - $60,000. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location. We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time. In addition, we are not able to consider applicants who reside in the following states: Alaska, Delaware, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, West Virginia, and Wyoming. Why Submittable? Joining Submittable means becoming part of a forward-thinking, mission-driven company that values innovation, collaboration, and growth. We empower organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change. At Submittable, you’ll find a supportive, dynamic work environment where your contributions directly influence our success. If you thrive in a fast-paced, evolving environment and are excited to be part of a company dedicated to social impact, we invite you to apply! Benefits: We are proud to offer highly competitive benefits to our full-time employees, including: - Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts - 401(k) plan with employer match starting day one - Equity stock options to share in our success - Flexible hours, remote work options, and generous vacation and sick leave - Paid parental leave for mothers, fathers, and adoptive parents - Professional development stipends to support your career growth - Opportunities to participate in community outreach and volunteer programs - Monthly company-sponsored happy hours and gatherings to connect and unwind Our Commitment to Inclusion & Belonging At Submittable, we believe technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, we are committed to fostering a workplace that values inclusion and belonging as central pillars of our culture. We embrace the strength of our diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, we aim to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable our customers to tackle complex challenges and spread more good. As a globally used platform, we are dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background. About Our Process Our goal is a fair, efficient, and thorough evaluation process that benefits you and our team and respects your time. As you can imagine, we have received a high volume of applications. Your willingness to participate in I.D. Verification and answer a few questions early allows us to move through the process more quickly. Let's Talk About AI: Guidelines for using AI in our Hiring Process: At Submittable, we believe that Artificial Intelligence (AI) can be a powerful tool for good. We are committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair and safe. To ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during take home tests or interviews. If you have questions or need accommodations, please let us know. For additional information and guidance on leveraging AI to prepare for interviewing at Submittable, please click here to view our AI policy. We believe our approach streamlines the hiring process and respects your time by ensuring that every conversation is substantive and focused on your unique qualifications. We appreciate your cooperation and look forward to learning more about you.

• Oversee all support cases for technical and troubleshooting accuracy • Take ownership of support tickets and troubleshoot when needed • Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues • Provide timely and accurate status updates on cases, projects, and tasks as needed • Clearly communicate any issues or concerns and raise it to relevant stakeholders • Anticipate and proactively address potential issues before they become problems for clients • Manage customers' expectations and experience in a way that results in high customer satisfaction • Develop and maintain technical documentation for internal and external use • Seek out opportunities to improve the customer experience and increase customer satisfaction • Participate in severity one and on-call rotation for after-hours support as needed • Manage the on-call rotation for the entire team • Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform • Take thorough and accurate notes during meetings and follow up on any action items assigned • Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends