Senior Product Support Specialist

Senior Product Support Specialist

What you will be doing:

The primary purpose of this role is providing senior level second tier product support for the Premier Margin Improvements product technology such as Sourcing & Contract Management, Materials Management, ERP and other technologies as defined with the group. This position is responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Sourcing & Contract Management and Materials Management applications as well as developing and communicating possible workarounds to the customer. This position will work closely with the Technical Support team to identify and communicate resolutions on issues which require Tier II escalation. This position will also be expected to transfer knowledge acquired through formal/informal training sessions with less-experienced staff.

Key Responsibilities

Customer Support activities - 70%

• Researching and resolving complex application inquiries/issues. Applies appropriate troubleshooting methods and techniques in resolving particular problems and documents all actions taken.

• Prepares detailed specifications from which action plans can be written for those items requiring escalation (such as software defects).

• Serve as team SME for at least two applications.

• Strong organizational skills, with the ability to focus detailed concentrated effort to multiple issues and re-establish priorities, as necessary.

• Solves varied business problems where the work may be somewhat difficult, requiring evaluation, ingenuity and responsibility.

• Assist customers with questions regarding application issues, workflow, new processes.

• Transfer knowledge and help mentor less experienced staff.

• Identify potential delays in resolution and set customer expectations accordingly.

• Timely update of all Client Support issues into Service Tracking System.

• Maintain High Customer Satisfaction.

• Provide clear and concise verbal and written communications with client users.

• Provide feedback to Support to develop efficient methods for handling commonly recurring issues.

Training and Testing - 30%

• Quality assurance and testing new functionality

• Identify, assign, duplicate and actively participate in application testing of new releases and hot fixes for the Cost Management product line

• Assist in new product release testing

• Assist in applying upgrades and hot fixes

Required Qualifications

Work Experience:

Education:

Preferred Qualifications

Skills:

• Exceptional customer service; communication and presentation skills; interpersonal skills

• Advanced analytical and computer skills; cordial, positive, upbeat, enthusiastic, optimistic attitude; willingness to help

• Confidence interacting with customers in contentious situations; ability to work under tight deadlines while maintaining high quality and superior customer services; ability to multitask

• Ability to manage multiple tasks; superior conflict management skills; patient, calm and professional with members; shows strong initiative to get issues resolved quickly and completely

• Internet Browser Technology (advanced)

• Microsoft Office Suite (intermediate)

• Basic understanding of computer networks

Experience:

• 4 years of practical Contracting and/or Materials Management experience in a Hospital Environment

• Knowledge of Salesforce

Education:

• Bachelors

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time

• Be adaptive and change priorities quickly; meet deadlines

• Attention to detail

• Operate computer programs and software

• Ability to communicate effectively with audiences in person and in electronic formats.

• Day-to-day contact with others (co-workers and/or the public)

• Making independent decisions

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions

Employees also receive access to the following benefits:

*Health, dental, vision, life and disability insurance

*401k retirement program

*Paid time off

*Participation in Premier's employee incentive plans

*Tuition reimbursement and professional development opportunities

Premier at a glance:

• Ranked #1 on Charlotte's Healthiest Employers list for 2019, 2020 and 2022, and 49th Healthiest Employer in America (2022)
• Named one of the World's Most Ethical Companies by Ethisphere Institute for the 13th year in a row
• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting
  

Employees receive:

• Perks and discounts
• Access to on-site and online exercise classes
• Paid time off to volunteer in their communities

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of .