Job Title: Application Support Specialist
Date Posted: 09-10-2007
Job Location: Massachusetts-Boston
Job Type: Full Time
Education Level: Bachelors Degree
Work Experience: 1+ to 2 Years
Job Shift: First Shift
Yearly Salary:DOE (Depend on Experience)
Company Name: Escription
Company Website: www.escription.com
Contact Information: Human   Resources (hr22005@escription.com)
Job Description:
Position Summary:

The Application Support Specialist is responsible for providing expert level support on
eScription software programs for enterprise wide hospital systems across the US.



Responsibilities: 

 Review ticket queue submitted to eScription Support in the on-line trouble ticket system and
determine priority based on criteria set by management
 Take ownership of tickets by locking tickets in a personal queue, based on standard
operating procedures
 Respond to client software problems or complaints ensuring that a ticket number is provided
and that situations / issues are dealt with appropriately within the specified performance
criteria and set goals
 Diagnose / troubleshoot complex client service problems that may include researching system
environments, versioning, configuration, permissions and inter-operability with other software
and provide guidance by email, or by phone if required
 Provide service quality to clients by anticipating client needs and informing them of patch,
fix, work-arounds and training available 
 Repair problems via remote access on client system installations where such permission is
granted
 Innovate and create client solutions and recommend changes to hardware and software
architecture
 Replicate customer problems, test fixes and document solutions for use by the eScription
Support Team
 Contribute to knowledge database and FAQ database for each software component supported, by
working alone or in a team-based environment, to establish best practices
 Escalate tickets to the appropriate level per established escalation procedures and within
the set performance criteria
 Perform software installations for clients as required
 Document suggested enhancements / changes to eScription  software to improve performance and
/ or usefulness of the eScription products
 Participate in providing training to customers as required
 Maintain up-to-date knowledge of Windows OS issues, Microsoft Office version & patches SQL
 Participate in QA testing and software upgrades including releases, patches and fixes, as
directed

 Occasional travel to customer sites within the US is required

 Participation in an on-call paid pager rotation required

Skills and Experience Required:

 1+ year(s) of progressive computer related experience in a support environment

 Knowledge of Windows 2000/2003, XP and general desktop support issues

 Knowledge of MS Office, with emphasis on Word and Excel

 Experienced in one HTML, SQL

 Some Linux command line usage and/or shell scripting

 Ability to troubleshoot network related issues
 Ability to work autonomously with flexibility and excellent judgment
 Ability to work effectively under pressure to meet deadlines
 Ability to work cooperatively as part of a team

 Healthcare or experience in the Medical Transcription field a plus


Education:
 Four (4) year degree in Computer Science or Information Systems or equivalent experience

 

eScription provides a competitive salary and excellent benefits package. 

No phone calls, third parties or agencies please.

Local candidates only will be considered for this position.
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