Customer Support Specialist

NYC

This position primarily focuses on products and services for OncoEMR, our web-based, oncology-specific electronic medical record (EMR) system used by over 1,300 oncology clinicians every day to diagnose, treat and manage patients battling cancer. 

The Customer Support Specialist role presents a perfect opportunity to gain hands-on experience with our customers and products, setting candidates up to take on increasing and diverse responsibilities within Flatiron as we continue to grow and strengthen our customer relationships. In this role you will work directly with our Provider Clients. The Customer Support Specialist will help diagnose and resolve all technical support issues in order to help our Provider Clients use our products effectively and maximize their value.

 Responsibilities:

  • Assist in the development, sale, and support of the OncoEMR product line
  • Test, document and verify existing and new products
  • Manage client accounts, tracking features, bugs and enhancement requests
  • Develop quality feature demos, training presentations, and work-flows for Flatiron products
  • Support deployments of Flatiron software on the front line and in infrastructure development
  • Be creative and help advance Flatiron oncology products in innovative ways
  • Ensure timely case follow-up with all clients
  • Properly manage and document all work performed as part of ticket queue management; resolve and close all tickets 
  • Be able to work independently and as well as in a team environment
  • Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
  • Develop and execute short-term actions to resolve complex client issues
  • Provide emergency on-call support during non-business hours
  • Occasional travel

Requirements:

  • Candidates must have very strong technical experience (preferably software/EMR support) 
  • 3-5+ years of health care experience required (oncology/hematology a plus) 
  • Experience with electronic medical records 
  • Proven ability to work individually or as part of a team to solve technical problems
  • Attention to detail, excellent organizational skills, superior time management skills
  • Ability to work independently with minimal supervision
  • Strong analytical and technical skills
  • Excellent written and verbal communication