Support Analyst

At Orion Health, we're on a mission to deliver world-class healthcare technology solutions that empower healthcare professionals and improve patient outcomes. We're looking for a Client Support Analyst to join our dedicated Service Management team, someone who thrives on solving complex problems, supporting clients, and keeping critical systems running smoothly.

As a Client Support Analyst, you'll triage, troubleshoot, and resolve client support and change requests related to Orion Health software products and configurations. You'll act as a trusted advisor and first point of contact for clients, ensuring timely resolution of incidents and delivering exceptional service every step of the way.

When standard functionality fails, you'll develop temporary workarounds to keep clients operational while coordinating long-term fixes internally. You'll also collaborate across project, testing, development, and delivery teams to ensure the best outcomes for our customers.

What Success Looks Like:

You'll know you're succeeding when:

• Internal and external clients give glowing feedback about your professionalism and responsiveness.
• Support tickets are triaged and resolved quickly and accurately within SLA timeframes.
• You handle incidents efficiently with minimal rework.
• You work autonomously while fostering a positive, team-focused culture.
• You consistently live and demonstrate Orion Health values in everything you do.

Key Responsibilities:

• Incident Management: Act as the primary contact for triage, troubleshooting, and resolution of service interruptions and technical queries.
• Problem Prevention: Collaborate with internal teams to replace short-term fixes with robust, long-term solutions.
• Customer Relationships: Serve as the client liaison throughout issue resolution, even after escalation.
• Documentation: Maintain and update support collateral to ensure team-wide knowledge sharing.
• After-Hours Support: Participate in a rotating on-call roster to provide 24/7 service (must be able to connect remotely within 20 minutes of notification).

What we're looking for:

• 1–2 years' proven experience in a first/second-level software support role.
• Experience with database technologies (Oracle, SQL Server), and ideally exposure to Java, JavaScript, or .NET.
• Working knowledge of Internet protocols, Linux, Windows, XML, and XSLT.
• Relevant software or cloud certifications (e.g. AWS) are a plus.
• Bachelor's degree in IT, Computer Science, or a related field (preferred, not essential).
• Excellent communication skills — verbal and written — with the ability to translate technical concepts for non-technical audiences.
• Logical thinker, proactive problem solver, and passionate about delivering quality results.

Who You Are:

• Customer Focused: You act quickly and effectively to meet clients' needs.
• Communicator: You build strong relationships and communicate clearly across all audiences.
• Learner: You're eager to understand Orion Health's products and technologies in depth.
• Achiever: You take initiative, make smart decisions, and deliver on commitments.
• Team Player: You collaborate, share knowledge, and contribute positively to the team.
• Influencer: You build trust and credibility through professionalism and empathy.

What's in It for You:

At Orion Health, we believe in looking after our people. Here's what you'll enjoy:

• Private Medical Insurance (PMI) to support your health and wellbeing.
• Dental, Optical, and Hearing Cover — because we care about every part of your health.
• Summer Days Benefit: Enjoy three additional paid days off during the summer to rest, recharge, and make the most of the sunshine.
• Leave Plus: Additional paid leave options to help you achieve better work-life balance.
• Generous Employer Pension Contribution to support your future.
• Stay Active Rewards: Get rewarded weekly for keeping fit and looking after your wellbeing.

Join us in shaping the future of digital healthcare — where your technical expertise and passion for customer success will make a real difference.

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