I. Summary
The Application Support Lead (ASL) will be responsible for providing ‘Level 1,2’ support services for the
company’s service offerings and products ensuring that all customers and end users issues/inquiries are
appropriately addressed.
Client issues include product configuration questions, product software support, product technical
support requests and any other product-related inquiries. The ASL represents the company by providing
support services and also compiling feedback to constantly improve the company’s service offerings and
enhancement of the product suite.
The role will address customer questions and concerns regarding the implementation of the company’s
products, by taking action to resolve customer problems, answering incoming phone calls and/or emails
from customers and troubleshoot technical or customer configuration problems. In addition to addressing
customer inquiries, concerns and suggestions, Application Support may also focus on issues brought up
by other departments within the company, such as quality assurance, sales and operations.
The role will support the implementation process, interacting with the Project Manager, Client Account
Manager, and Implementation team, as well as cross-functional teams to deliver effective deployment of
Soteria. Some of the consultant’s main functions include providing Sys Admin configurations, code
mappings, testing support for Sys Admin client configuration and template configurations and other
application design tasks and working closely with the client facing teams to prevent post implementation
issues.
Principle responsibilities include:
1.1. Software Support
• Handle customer inquiries and complaints
• Answer inbound customer calls – make outbound calls as necessary. (Support Assistance
hours of operation are office hours and incremental out of hours to be discussed and
formulated)
• Receive inbound customer support logs and follow up with customer request for
information as necessary
• Lead other support personnel to address problems and questions from customers
• Provide 24/7 first line support on a rotating basis when required
• Provide supplemental field support on ad hoc basis if required
• Investigate, diagnose, troubleshoot and where possible resolve issues or problems
concerning deployed products
• Update incident tickets and enter information in Support ticketing system to allow for
accurate escalation process
• Reports to management on Support efficiency and any issues negatively affecting full
utilization of Soteria
• Provide support during go-live and post go-live
1.2. Product knowledge
• Understand product configuration to optimise customer support
• Understand product functionality and usability to optimise customer support
• Understand clinical template workflows to optimise clinical user support
• Gain knowledge of product enhancements, change requests and new product releases
1.3. Catalogue Maintenance Support Function
• Review and maintain new UDFs and catalogue items to add or amend, review format for
catalogue validation checks, including during software updates and supporting data
migration activity to support customer deployments
• Gain catalogue knowledge to support changes, amendments, additions and supporting the
review process to aid customer support and data credibility
1.4.Operations Management
• Work with Senior Managers to assist in estimating deployment costs and timelines,
training, deployment, support and ensuring projects meet the needs and deadlines as set
out.
• Responsible for adherence to the customers service level agreement and reporting metrics
• Develop and maintain application support process and policies
• Develop and maintain compliance with business process and policies
1.5. Implementation
• Assist Project Manager in deployments and serve as link between customer and onsite
teams
• Assist Project Manager with client configuration and other operational issues
• Support the implementation of Soteria at client sites ensuring that all requirements are met
within the agreed timelines
• Support in data migration while ensuring integrity of clinical data provided (prior to
onboarding)
1.6.General
• Establish & maintain partnership with Dev Ops, Project Managers and Customer
Management to support defined business requirements and drive customer satisfaction
• Work with external departments as applicable to monitor product issues
• Develop an in-depth knowledge of the software applications including configuration,
mapping and new releases
• Maintain working knowledge of change requests that influence customer support in order
to allow for customer satisfaction
• Other duties as required
Required Knowledge/Skills, Education, and Experience
• An associate’s or bachelor’s degree in a technical field is beneficial
• Significant professional experience of software deployment in the healthcare domain
• Significant experience in product or service support to clinical environments
• Experience in analyzing client issues and addressing them with proven troubleshooting
skills and techniques
• Experience in following, maintaining and improving the support methodology
• Expertise in working with customers under any circumstance
• Extensive user experience with personal computers and working knowledge of popular
software packages is essential
• Knowledge of medical and hospital systems and deployments is essential
• Practice in creating temporary solutions and managing the problem resolution process
• Outstanding and effective communication skills to produce ecstatic reference customers
• Implementation and support experience in the healthcare environment
General Skills & Competencies
• Strong communication skills, both written and verbal are necessary
• Excellent organization and communication skills
• Able to troubleshoot, problem-solve; extensive knowledge of product being supported
• Ability to interact with field personnel, management and customers is essential.
• Must be able to work independently and work well under pressure including solving
problems, being proactive
• Ability to cooperate and participate as an effective team member in creating a positive
working environment is preferred
May be required to work beyond office hours – some nights and weekends – as required by the needs of
the department and this position as well as the needs of the customer
Disclaimer
This job description reflects management’s assignment of essential functions; and nothing in this herein
restricts management’s right to assign or reassign duties and responsibilities to this job at any time. The
duties above are not to be considered a complete list of duties and responsibilities assigned to this
position. Temporary modifications to provide reasonable accommodations do not waive any essential
functions of the job requirements
