Athenahealth Looking for IT Support ,Senior Analyst at Bengaluru, Karnataka Full Time

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

athenahealth is a progressive and innovation-driven software product company. We partner with healthcare organizations across the care continuum to drive clinical and financial results. Our expert teams build modern technology on an open, connected ecosystem, yielding insights that make a difference for our customers and their patients. We maintain a unique values-driven employee culture and offer a flexible work-life balance. As evidence of our rapid growth and industry leadership, we were recently acquired by Private Equity for $17 billion! and we have many new strategic product initiatives for 2023.

We are headquartered in Watertown, US, and our India offices are in Bangalore, Chennai, and Pune.

Skills Required

• 5 to 8 years of professional experience in a help desk role
• Graduation in any discipline Essential Responsibilities and Duties
• Provide exceptional customer service to all end users
• Understanding of network and infrastructure technologies
• Proven track record of timely and accurate ticket work and documentation
• Excellent customer service
• Sustained history of proper ticket management, including proper response times, ticket documentation, and successful resolution
• Ability to work accurately, independently, and efficiently through a heavy workload of varying ticket types
• Expertise with the installation, configuration, and troubleshooting of Microsoft Operating Systems, Microsoft Office Applications, and Mac and Mac Applications
• Experience with public speaking in front of medium-sized groups for training purposes
• Experience with troubleshooting and repairing conferencing and audio-visual technologies
• Strong communication skills and ability to explain technical solutions to colleagues with a wide range of computer knowledge
• Strong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently
• Flexibility to travel once a month to additional corporate locations for support as needed
• Flexible to work in all the 3 offices of AHI(2 Blr and Pune)
• Clear and concise written and verbal communication skills

Roles and Responsibilities:

• Consistently demonstrate exceptional customer service to all end-users
• Act as a role model within the team by demonstrating flawless customer service etiquette
• Serve as a liaison between staff and technology to resolve issues and achieve desired results
• Delivery of Athena’s employee technology experience
• Assist in integrating new employees into the technology environment through the onboarding timeframe
• Collaborate with employees across Athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful
• Assist in training new employees
• Share knowledge with colleagues and end users
• Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues
• Take ownership of high-profile, complex issues
• Enhance and support Athena’s service offerings and technologies
• Assist team in the resolution of corporate support helpdesk tickets within established Service Level Agreement timeframes
• Act as an escalation point for the Corporate Support Analysts for complex issues
• Guide the Corporate Support Analysts through the resolution of complex issues
• Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate
• Proactively identify systemic issues and triage to the appropriate internal teams
• In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution
• Assist in overseeing vendor relations and technologies
• Maintain equipment inventory
• Identify opportunities for training and documentation and collaborate with senior team members on delivery
• Rotate responsibility of queue management, ensuring that all tickets in the help desk queue are being addressed appropriately and timely
• Improve efficiencies in day-to-day tasks
• Specialize in an area of expertise as needed, including mobile devices, Macs, WebEx, printer configuration, etc.
• Act as an example to the Corporate Support Analysts by teaching and role modeling the proper ticket work, customer service, and prioritization;
• Other duties as assigned by the Corporate Support Supervisor.

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?

From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.

We don’t take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.