Technical Support Analyst

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)



DocASAP connects patients with optimal care providers by intelligently matching patient needs with care delivery workflows and simplifying timely access through online scheduling across websites that patients use and trust.



As a core member of the growing technical support group, you will act as a bridge between the customer and the product engineering teams. Your responsibilities will include understanding the issues reported by customers or internal teams on production environments and provide configurable or technical solutions to those issues. You will become the domain expert in various product features with the unique ability to understand the customer pain points as well as technical areas.



Primary Responsibilities:

• Troubleshoot production issues to find the root cause and find solutions which may be related to product configurations, server issues, or coding defects

• Acknowledge and respond to tickets submitted via JIRA / Service Desk following the defined SLA's

• Act as a liaison between the client, and engineering teams to find quick and meaningful resolution to technical issues

• Perform regular monitoring of production systems

• Track open issues and update client as needed

• Extract client configuration data as required by Operations / Accounts team

• Extract meaningful learnings and patterns from production issues and suggest new features / enhancements to product management group for future releases

• Work in variable shifts Monday - Sunday

What are the reasons to consider working for Akar Ventures?   Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays

• Medical Plan options along with participation in a Health Spending Account or a Health Saving account

• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage

• 401(k) Savings Plan, Employee Stock Purchase Plan

• Education Reimbursement

• Employee Discounts

• Employee Assistance Program

• Employee Referral Bonus Program

• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

• More information can be downloaded at: http://Akar Ventures.hr/Akar Venturesbenefits

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Undergrad Degree or 1+ years of experience in a IT Technical Support Role

• 1+ year experience/knowledge of of MySQL, MSSQL, or Oracle

• 1+ year experience/knowledge writing complex SQL queries

• Available to work in variable shifts between the times of 7am-11pm EST, 5 days per week between the days of Monday - Sunday

• Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. Akar Ventures will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance.

Preferred Qualifications:

• Working knowledge of Java or PHP

• Ability to automate common recurring tasks using a scripting language (shell, perl scripts) and other industry standard tools

To protect the health and safety of our workforce, patients and communities we serve, Akar Ventures and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. Akar Ventures adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

keywords: Tech support analyst, Technical support specialist, DocAsap, optum, SQL, MSSQL, Oracle PL, Herndon, VA, Virginia, #Red