For 20 years, FEI Systems has been a proven provider of health information technology solutions for Federal, State, and local governments and now, Managed Care Organizations. Our Long-Term Services and Supports solution Carity provides an integrated platform for application and eligibility determinations across Medicaid waiver and incentive programs. FEI’s CareVisit enables State agencies, Managed Care Organizations, and case managers to monitor the delivery of in-home community-based services. Our Web Infrastructure for Treatment Services (WITS) solution tracks behavioral health services, allowing agencies and providers to securely administer and share client treatment information. In addition, FEI provides a wealth of information technology services to Federal Government agencies, from requirements gathering and application development through independent testing, help desk services, and maintenance.At FEI Systems, we recognize that our employees are an important part of our success. We promote a team environment where all employees have the opportunity to achieve professional and personal success. Currently FEI is looking for highly skilled, self-motivated and creative individuals to join our talented team of experts. FEI is an equal opportunity employer that believes in growing and promoting a diverse work force. Our employee compensation and benefits package is competitive within the industry and is designed to help employees meet varying needs throughout their careers and lives. If you're looking for a rewarding work environment that will challenge your mind and expand your horizons, then joining the FEI team may be right for you.Job Summary: The WITS Production Support Specialist will serve as a primary point of contact for all customers, both internal and external, providing technical assistance to customers and internal stakeholders. Answer questions or resolve system problems in person, via telephone, or from remote locations. Work in a deadline-driven environment collaboratively with the rest of the product team through every step of the software development process.Principal Responsibilities:
Provide client support and technical issue resolution via email, phone, web
Build rapport and elicit problem details from non-technical or technical customers
Provide timely, efficient and pleasant follow up to user questions or issues
Communicate customer priorities regarding bugs to project managers.
Work with Developers and Business Analysts to understand new features being released.
Work with Account Managers to convey release information to customers.
Work with Release Manager to determine release schedule with customers.
Document all incidents in incident tracking system
Manage incidents to closure
Interact effectively with customers and internal developers
Escalate issues as needed
Assist in generating training materials and customer facing documentation.
College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
Strong interpersonal skills.
Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
Must be a strong team player with excellent written and verbal communication skills in English.
Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
Strong client focus and collaborative work style
Ability to understand and explain technical information
Skill in creating customer facing documentation
Location: Columbia, MD, Full time position with full company benefitsNOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.#DICE