What are the responsibilities and job description for the Technical Support Analyst I position at Mednet?
Job Description
Job Description
Salary : 60,000 - 65,000
About Mednet
Mednet is a premier healthcare technology company specializing in eClinical solutions tailored for the global life sciences industry. With over 20 years of experience and thousands of clinical trials conducted, Mednet offers a comprehensive eClinical system backed by a first-class support team to manage clinical studies from start to finish, and drive advancements in global healthcare.
TITLE
Technical Support Analyst I
LOCATION
The ideal candidate would reside in MN, but remote candidates will be considered.
JOB SUMMARY
The Technical Support Analyst provides front-line support for the iMednet API (Application Programming Interface) by troubleshooting and resolving technical issues to ensure a seamless experience for our clients integrating iMednet into their workflows. This role combines technical expertise with strong interpersonal skills to serve as the main point of contact for the API and acting as a bridge between customers and internal teams on API topics. Engagement with other integrated applications (e.g., DICOM) and a comprehensive understanding of the technical aspects of the iMednet system will be expected.
JOB DUTIES
- Provide technical assistance and support to clients and business partners for the iMednet API, integrated applications such as DICOM imaging, and technical areas of the iMednet application.
- Provide technical support and assistance to scrum team on tickets, including creation and upload of coding catalogs and other support tasks.
- Provide superior client relationship management by answering client and end user requests in a timely and professional manner.
- Serve as the liaison and main point of contact for API related inquiries and updates, such as new features and roadmaps, internally and externally.
- Troubleshoot, diagnose, document, and escalate complex API concerns to appropriate teams.
- Reconcile invoices from technology partners for monthly billing to clients.
- Assist Product Management with user stories, bugs, feedback, testing scenarios, requirements, acceptance criteria, etc., for the API.
- Manage refinements and other agile milestones for the API team.
- Participate in sprint planning, sprint review, and retrospective meetings and provide feedback to the API team.
- Create and maintain comprehensive API documentation, including FAQs, and knowledge base articles to assist clients in self-service troubleshooting.
- Manage user and study access to API and other system functionality as directed.
- Become a product expert by completing product training and working with colleagues to gain iMednet product knowledge and extend involvement to related applications.
- Specialized involvement in customer support focusing on advanced technical questions such as API, Data Import, advanced XML and DICOM imaging.
- Understand and stay current on various agile, DevOps, and API methodologies.
JOB QUALIFICATIONS
ESSENTIAL
PREFERRED
SALARY
Level I : $60,000 65,000
SCHEDULE
Daytime M-F
Position is hybrid / remote-friendly
BENEFITS
all benefits are subject to eligibility requirements
Some travel may be required.
Mednet will not sponsor applicants for work visas.
This employer participates in the Electronic Employment Verification Program (E-Verify) to validate employee I-9 documentation. Please visit everify.gov to learn more.
Salary : $60,000