Application Support Specialist

We are seeking a proactive and detail-oriented Application Support Specialist to join our team, focusing on the WebChart product. This role ensures our clients receive exceptional support, addressing technical issues and facilitating seamless communication between clients and internal teams. As the Application Support Specialist, you will manage and resolve customer inquiries, contribute to product satisfaction, and help retain clients by providing timely and accurate support solutions. A strong understanding of WebChart and healthcare-related software is essential.

Company Overview

We provide solutions that make a meaningful difference in healthcare. Founded in 1995, MIE serves as the innovation engine for business units that serve hospitals and health systems, physician practices, Fortune 500 employers, government agencies, and consumers. MIE’s web-based health information technology platform is helping physicians, nurses, and administrators make a meaningful difference in healthcare delivery across the globe.

Key Responsibilities

• Client Support & Issue Resolution:
• Provide timely and effective support to clients using WebChart, addressing inquiries via phone, email, and ticketing systems.
• Troubleshoot and escalate technical issues to the development team when necessary.
• Act as a liaison between clients and development, ensuring client needs are met and problems are resolved efficiently.
• Ticket Management & Prioritization:
• Enter, prioritize, and follow up on client support tickets to ensure quick and satisfactory resolutions.
• Monitor and manage ticket queues, ensuring timely and accurate communication with clients.
• Client Engagement & Retention:
• Establish and maintain strong client relationships, ensuring product satisfaction and identifying opportunities for improvement.
• Collaborate closely with the Customer Success and Development teams to address client concerns and enhance the user experience.
• Product Knowledge & Training:
• Stay up-to-date on WebChart product features and enhancements to provide knowledgeable support.
• Assist in creating and delivering training materials for clients and internal staff.
• Process Improvement:
• Provide feedback to internal teams on common client issues and suggest improvements to product functionality or support processes.
• Other duties as assigned.

Required Qualifications

• Education: Bachelor’s degree in a related field or equivalent combination of education and experience.
• Experience:
• 1-2 years of experience in an application support or customer service role, ideally in software or healthcare IT.
• Skills:
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Ability to troubleshoot technical issues and collaborate with development teams for resolution.
• Excellent problem-solving and time management skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Previous customer support experience with Electronic Health Record.
• Previous experience with Product Certification or ACO experience a plus.
• Certifications: Product certification required within the first 90 days of employment.

Preferred Qualifications

• Familiarity with WebChart or other healthcare-related software.
• Experience supporting SaaS applications.
• Previous experience with Product Certification or ACO experience.

Why Join Us?

At MIE and WebChart, we offer more than just a job. We provide an environment where innovative thinking is encouraged, teamwork is valued, and growth is fostered. Our comprehensive benefits package includes:

• Competitive compensation
• Comprehensive benefits package including medical/dental/vision insurance
• 401k with company match
• Paid-Time off
• Quarterly bonus program
• Flexible work schedule
• Remote work

Medical Informatics Engineering and WebChart are equal-opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees.