Premier Inc.

Compensation

Full Description

Senior Technical Support Analyst - 2nd Shift *This position is 2nd shift What you will be doing: The primary purpose of this role is providing second tier technical support for the Premier suite of web-based products. This position is responsible for solving highly complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction. Customer issues typically involve technical issues regarding the reports generated by the premier web-based products. This position is expected to perform detailed research through in- depth knowledge of the end-user product combined when appropriate with the creation and/or execution of SQL queries to confirm source data. This position will work closely with the premier software development team and/or Tier 2 team of specialist to determine and communicate resolution on issues which require Tier III escalation. This position will also be expected to share knowledge acquired through formal/informal training sessions with less-experienced staff. Also, this position will be responsible for assisting in process improvement initiatives and special projects as assigned. Key Responsibilities Responsibility #1– 50% Second Tier Client Support • Receive complex and/or high priority customer issues which were unable to be resolved by First Tier Support Analysts. • Accurately update activities into customer relationship management system (Servicenow.com) • Direct communication with customers to apprise user of issue status and/or gather more user feedback • Guide Associate Specialist and assist the Tier 2 Specialist with researching issues as well as help coordinate research efforts with Premier IT and/or product operations under the direction of the Tier 2 specialist • With guidance from the Development or Tier 2 specialist work toward incorporating acquired end-user product knowledge with the creation/execution and learn to create SQL queries to confirm/isolate nature of technical/product issues • With guidance from Tier 2 Specialists or development, communicate system issues to internal staff Responsibility #2 – 20% First Tier Client Support • Receive incoming customer inquiries from hospital-based and internal product users via the telephone or email. • Accurately log and update all inquiries into the customer relationship management system (ServiceNow.com) • Work directly with customers to research/resolve application and technical inquiries • Escalate unresolved issues appropriately Responsibility #3 – 20% Mentoring/Training • Mentor new staff on product troubleshooting and support procedures • Provide both formal and informal training to less experienced staff to facilitate knowledge transfer on subjects including new product functionality; technical troubleshooting; customer service skills; etc. • Create/update support process documentation Responsibility #4 – 10% Development Project Resource • Participate in development project teams which may include support lead for beta clients, assistance in quality assurance testing, developing support processes to account for product changes, etc. Required Qualifications Work Experience: Years of Applicable Experience - 4 or more years Education: High School Diploma or GED (Required) Preferred Qualifications Experience: • 5 Years Applicable Experience Education: Bachelor’s Degree in related IT field 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 Working Conditions: Remote Travel Requirements: Travel 1-20% within the US Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met. Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $52,000 - $78,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges. 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, 2022, and 2023 and 21st Healthiest Employer in America (2023) Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 16th year in a row Modern Healthcare Best in Business Awards: Consultant - Healthcare Management (2024) The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting For a listing of all of our awards, please visit the Awards and Recognition section on our company website. Employees receive: Perks and discounts Access to on-site and online exercise classes 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 domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply. EEO / AA / Disabled / Protected Veteran Employer. Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to diversity_and_accommodations@premierinc.com or contact Premier Recruiting at 704.816.5200. Information collected and processed as part of any job application you choose to submit to Premier is subject to Premier’s Privacy Policy. Thank you for your interest in Premier! We will never ask for a financial commitment as part of our interview process with candidates. Any personal details collected in connection with a legitimate offer of employment will be sought only through Premier’s Human Resources platform. Thank you for your interest in joining our team! About Premier, Inc. Premier, Inc. (NASDAQ: PINC) is a leading healthcare improvement company, uniting an alliance of more than 4,350 U.S. hospitals and health systems and approximately 300,000 other providers to transform healthcare. With integrated data and analytics, collaboratives, supply chain solutions, consulting and other services, Premier enables better care and outcomes at a lower cost. Premier plays a critical role in the rapidly evolving healthcare industry, collaborating with members to co-develop long-term innovations that reinvent and improve the way care is delivered to patients nationwide. Headquartered in Charlotte, N.C., Premier is passionate about transforming American healthcare. Please visit Premier’s news and investor sites on www.premierinc.com; as well as Twitter, Facebook, LinkedIn, YouTube, Instagram and Premier’s blog for more information about the company. As an employer, Premier offers full and part time positions as well as contingent work. For those interested in working at Premier but don’t see a current opening that aligns with your skills and abilities, please drop us your resume and indicate what positions interest you.