Description
The Application Support Specialist will contribute to the successful and timely support and deployment of the TrakCare product by providing application knowledge in the functional areas of product support, requirements scoping, field design documentation and change request testing. The Applications Support Specialist will act as an ''expert'' product resource for our partners.
As Application Support Specialist, you must creative, motivated, and energetic problem-solvers. You will have the opportunity to work with some of the world’s leading organizations in healthcare. This position will also encourage and prepare you to take on other growth opportunities within the organization.
A mentor will help you identify and develop your application skills, professional, and personal skills for a successful career. Depending on your level of experience the training program can include: classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.
Responsibilities:
- Ready to work in the Support team.
- Provide immediate response to customer inquiries in accordance with service standards.
- Provide support to current installed based customers.
- Provide the link between our customers and the InterSystems Global Support organization.
- Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.
- Provide application support for the TrakCare Hospital Management System.
- Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.
- Escalate Open (unresolved) problems in accordance with current policies and procedures.
- Conduct individual and group training, product demonstrations and workshops as required.
- Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
- Be a Subject Matter Expert (SME) for TrakCare.
- Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
- If required, work with our partners to identify potential changes within the parameters of the product.
- Participate in on-site support if required.
- Participate in the on call 24-hour roster service.
AI Qualification:
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Demonstrated ability to learn, evaluate, adapt to, propose and implement AI-augmented workflows in order to continually enhance your own, and the team’s, productivity
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Experience using AI-assisted tools (e.g. copilots, summarisation tools, or chatbots) to investigate, triage, or document complex support cases, with an ability to critically evaluate and verify AI-generated outputs
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Ability to construct effective prompts for LLM-based tools to (for example) extract structured information from clinical documentation, support logs, or knowledge bases
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Familiarity with how AI/ML features are embedded in clinical or administrative software — such as predictive scheduling, coding suggestions, or alert prioritisation — and the ability to support end users in understanding and troubleshooting these features
Qualifications:
- General aptitude for solving problems and using technology to improve processes.
- Understanding and experience in product solutions support.
- Understanding and experience with Hospital Information Systems.
- Proven ability to think laterally and come up with innovative solutions for software product Support.
- Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect.
- An ability to handle multiple tasks simultaneously and within tight time constraints.
- Proven ability to work through problems with different customer groups achieving positive outcomes.
- Understanding and experience with Hospital Information, Patient Administration (PAS), Billing, and Revenue cycle management Systems
- Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls
Education and Training:
- BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
AI Disclaimer
InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.
Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.
Please note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.
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