Jobs at Vermont Oxford Network
Technical Support Specialist / Documentation Specialist
Department: Information Technology
Reports to: Director of Information Technology
Job Summary
This position has two major roles:
- Provide technical support for VON members who use our software applications
- Develop and maintain technical documents related to VON applications and systems
The percentage of time spent in each role will vary based on where VON is in its development cycle and technical support volume.
In addition to the above, this position may have some limited account management responsibilities to maintain intimate familiarity
with VON workflows and applications.
Responsibilities
- Provide technical support to VON member end-users and IT staff via phone and email
- Identify emerging issues (bugs or business process problems) and report them to appropriate VON resources (Development, Operations, etc.)
- Document support requests and solutions in clear and concise written form including call logs, FAQ’s & procedural walkthroughs
- Reproduce issues identified in the field, analyze root causes and suggest solutions
- Participate in the quality assurance process as required
- Create cases and track bug defects, features, and inquiries
- Develop knowledgebase articles as required
- Develop and maintain application and related documentation and help files
- Manage relevant documentation as a single-source for print and online use in an organized manner
- Maintain a uniform professional document style throughout all publications
- Be proactive in suggesting process improvements
- Perform other duties as requested by manager
Requirements
- Experience providing technical support for mission-critical software applications, preferably in a call center environment
- Desire and ability to provide best-in-class support to member centers
- Superior troubleshooting, critical thinking and problem solving skills
- Meticulous attention to detail
- Excellent written and verbal communication skills, both internally and with customer care
- Proficiency writing clear and concise technical materials using authoring tools
- Ability to learn and use varied technical applications
- Ability to work independently and as part of a team in a dynamic, evolving environment
- Basic familiarity with HTML and CSS is desirable
To apply, please email a cover letter, resume and writing sample to: jobs@vtoxford.org with subject “Tech Support Position".
Date last updated: February 13, 2012
A Network of Neonatal Professionals
The Vermont Oxford Network is a non-profit voluntary
collaboration of health care professionals dedicated to improving the quality and
safety of medical care for newborn infants and their families. Established in 1988,
the Network is today comprised of over 900 neonatal intensive care units at
hospitals worldwide.
Our Mission
The Network’s mission is to improve the quality and safety of medical care for
newborn infants and their families through a coordinated program of research,
education and quality improvement. In support of its mission, the Network
maintains databases that contain information about the care and outcomes of
high-risk newborn infants.
Beautiful Location
Located a few blocks from beautiful Lake Champlain in Burlington, Vermont, the
organization has a staff of professionals committed to the Network mission. We
offer a pleasant work environment focused on helping hospitals improve care.