Sydney T. Email & Phone Number

Lone Tree, Co, Us

United States

Austin, Texas, United States

EMR (Electronic Medical Record) software that provides home health and hospice agencies across the USA solutions for patient charting, reporting, and billing to Medicare, private insurances, and self pay.Support Analyst – Assisting clients over the phone, as well as via chats and emails. Answering questions and providing guidance in how to use the software, solutions to user workflow, and sending available documentation when needed. Troubleshooting errors to determine their cause be it user or system error, documenting and escalating where system issues arise. Checking Jira cases to provide clients with updates on bugs and enhancements. Utilized resources including internal Confluence articles, other Support Analyst's and the support leads. Documented each call, chat, and email in Salesforce. Accomplishments:• Regularly receiving high CSAT scores, maintaining a 3.5/4 career average• Positive comments in surveys from clients regarding my friendliness and dedication to first contact resolution.• Chosen to be part of a team specializing in supporting our Hospice product.

Austin And Houston, Tx

Migrations – Managed transfers of user data between servers and control panels using various protocols over CLI (command line interface) and configuring sites to new environments as needed. A technical and customer service heavy environment, communicating with customers directly through emails and occasionally over the phone.

Austin, Texas, United States

Internal Support – Assisting junior admins with support issues and troubleshooting. Escalated problems when necessary to the appropriate specialized or higher tier admins. Position also included part-time working of general Linux server support tickets.

Austin, Texas, United States

Junior Administrator – Frontline chat support for assisting customers with troubleshooting technical and billing issues as well as addressing general inquiries about services. Included occasional phone support and assistance to Linux admins with overflow of escalated technical issues.