dcsimg

Career Story: Product Support Analyst At A Healthcare Information Company

Product Support Analyst At A Healthcare Information Company

Job Title: Product Support Services Analyst

Education: BA in Economics, Union College •• MBA, Northeastern University

Previous Experience: I worked as a Mutual Fund Accountant after college. Then I worked in a Women's Health Clinic while in grad school as a patient advocate. I started at my present company as an Implementation Manager, implementing accounting software in hospitals.

Job Tasks: I work for a healthcare information systems company. I am responsible for resolving customer issues with our financial/cost accounting and budgeting software.

Most of my job involves problem solving. I receive an issue report from a customer and then it is my job to investigate the problem and provide the customer with a solution. I work with the customer to understand the problem on the phone and through an internet-based remote desktop connection so I can "see" their workstation. Sometimes I am able to solve the problem for the customer without assistance. Sometimes the problem is a software bug I then need to work with development and quality assurance to create a fix and deliver the fix to the customer. Sometimes the problem is not a bug but still requires technical assistance from a developer.

When I receive a client issue I am responsible for contacting the client promptly. I am responsible for providing quick, courteous and efficient support. I need to track all work on an issue in a support database. That means logging any phone calls or e-mails or research done on the issue. Once the issue is resolved, I am responsible for creating a "solution report" to attach to the issue in case another client reports the same problem. Once a client is satisfied with the solution, the issue can be closed.

Success in my job requires a good comfort level with technology. I am able to work remotely from home which offers great flexibility for me. I need to work quickly and efficiently. I am expected to close as many issues as possible during a work week and my productivity is tracked by management.

Best and Worst Parts of the Job: The best part of the job is the satisfaction you get from helping people solve problems. The other great part of the job is being able to work from home.

The worst part of the job is that in customer service you often hear more about when customers are unhappy than when they are happy!

Job Tips:
1. The best way to be a success in an information technology support role, is to have first worked either as a customer with the product or in the field face to face with clients. It gives you the depth of knowledge necessary to then solve a range of client issues.

2. Another key to success is to be open to new technology. Always try to be on the cutting edge of advances in the information technology industry.

Popular Schools offering Business Intelligence Analysis Programs

 
Results:  10
Matching School Ads

Do you have entrepreneurial visions to advance your career in the business world? Learn about the options available at GCU.

Selected Campus Locations:
  • Online

What They’re Known For

Founded in 1946 and located in the heart of central New York, Utica College is a regionally accredited, independent, private institution that features many of the advantages of a large university — such as undergraduate and graduate degree options, excellent academics, and outstanding faculty — with the intimacy and high degree of personal attention more closely associated with smaller private institutions.

Selected Campus Locations:
  • Online

Abilene Christian University is a national leader in Christian higher education and a place where students, faculty, staff and alumni make a real difference in the world.

Selected Campus Locations:
  • Online

Learning at Full Sail University has always centered around interaction and the exchange of ideas. Our online curriculum fully embraces this philosophy.

Selected Campus Locations:
  • Online
Selected Programs:
  • Business Intelligence

Recognized by the U.S. News and World Report for: Best Online Programs, Bachelor’s 2017, Best Online Programs, Grad Education 2017 and Best Online Programs, Bachelor’s for Veterans 2017

Selected Campus Locations:
  • Online

Founded by the Society of Jesus in 1851, Saint Joseph's University (SJU) has been developing the minds and abilities of men and women in a challenging academic environment steeped in the enriching Jesuit tradition of cura personalis (care of the entire person).

Selected Campus Locations:
  • Online

Change the World with American University

Be a part of something bigger than yourself.

Selected Campus Locations:
  • Online

Saint Mary's University of Minnesota's Online Master's Programs

At Saint Mary's, we take pride in offering online graduate degrees designed to complement the schedules of working adults like you. Get an affordable, convenient education from a top-ranked university that's grounded in real-world applications.

Selected Campus Locations:
  • Online

Get your career started with Intercoast Colleges.

Selected Campus Locations:
  • Online
Selected Programs:
  • Business Technology

Additional Career Stories for Accountants And Auditors

The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.

All Types

You are visiting:

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Accountants And Auditors, including:

Back to Top