Product Knowledge Associate
The Opportunity:As a member of the Product Knowledge team, you will be responsible for driving the corrective design of application flaws/bugs as well as the delivery of strategic business solutions for inquiries concerning complex functionality. The Product Knowledge Associate provides a distinguished level of support for a subset of athenahealth’s products and services across all client segments—in both implementation and post-implementation stages. Individuals in this role must demonstrate a thorough understanding of athenaNet functionality and be proficient in differentiating between true application flaws and intentional design. Associates will exhibit a commitment to providing clients with the best possible service using a consultative perspective, a problem-solving mindset, and an ability to generate both accurate and timely solutions.
Position Summary:As a Product Knowledge Associate, you will manage multifaceted application issues across athenahealth’s products and services from receipt of the initial report to full implementation of resolution. The Associate will respond to reported requests and issues via CRM and will proceed to research those topics using existing documentation and resources at their disposal. When applicable, associates are responsible for collaborating with our product management and development teams to provide complex clarification surrounding intricate functionality and bug fixes. In addition to reporting true application flaws to our Research and Development teams, Product Knowledge associates are esteemed for their product proficiency and often serve as subject matter experts for both internal and client stakeholders.
Responsibilities may include, but are not limited to:
50% Resolution of submitted issues or requests for athenaNet Product Queues (Collector, Clinicals, Platform, and Hospital)
25% Collaborate with Research and Development to establish prioritization of tasks based on stakeholder impact
- Capitalizes on CRM reporting to affiliate all related client reports into one task for efficient review by development
- Work closely with the CallDrivers team to gauge client impact and affiliate all related cases into one JIRA task.
- Write queries within the Salesforce application (to better analyze the inflow/outflow)
- Utilizes knowledge of JIRA to ensure original reports of longstanding issues are associated with existing, outstanding tasks
- Search and query JIRA in a way that will allows team to identify these older Development Team QA tasks, understand them, and add newer, client-reported Salesforce cases to existing tasks.
- Routinely queries athenaNet tables to assist in development’s investigation
- Uses SQL to gauge possibility of widespread client impact
- Engages in routine meetings with the R&D team to confer regarding challenging client reports
15% Internal Stakeholder Communication
- Coordinates with client facing teams to improve their overall understanding of functionality
- Give presentations specific to athenaNet’s different products to training classes
- Participate in scheduled Lync Q&A time and have liaison relationships with several teams (Voice of the Customer, CSC Quality, CORS)
- Provides timely updates for ongoing JIRA tasks that are with Research and Development
- Delivers realistic, provisional, solutions to diminish any detrimental impact to our clients in the event of application bugs
10% Process Improvement
- Identifies and communicates any inconsistencies in workflow to leadership
- Updates internal documentation with knowledge garnered through troubleshooting and/or interactions with development
- Send updates to O-Help on a weekly basis and participate in updating team’s internal knowledge library multiple times a week.
- Proactively seeks to develop and improve existing internal processes
Behaviors and Abilities Required: The Opportunity:As a member of the Product Knowledge team, you will be responsible for driving the corrective design of application flaws/bugs as well as the delivery of strategic business solutions for inquiries concerning complex functionality. The Product Knowledge Associate provides a distinguished level of support for a subset of athenahealth’s products and services across all client segments—in both implementation and post-implementation stages. Individuals in this role must demonstrate a thorough understanding of athenaNet functionality and be proficient in differentiating between true application flaws and intentional design. Associates will exhibit a commitment to providing clients with the best possible service using a consultative perspective, a problem-solving mindset, and an ability to generate both accurate and timely solutions. 25% Collaborate with Research and Development to establish prioritization of tasks based on stakeholder impact 15% Internal Stakeholder Communication 10% Process Improvement Behaviors and Abilities Required:
Education, Experience, and Skills Required:
Position Summary:As a Product Knowledge Associate, you will manage multifaceted application issues across athenahealth’s products and services from receipt of the initial report to full implementation of resolution. The Associate will respond to reported requests and issues via CRM and will proceed to research those topics using existing documentation and resources at their disposal. When applicable, associates are responsible for collaborating with our product management and development teams to provide complex clarification surrounding intricate functionality and bug fixes. In addition to reporting true application flaws to our Research and Development teams, Product Knowledge associates are esteemed for their product proficiency and often serve as subject matter experts for both internal and client stakeholders.
Responsibilities may include, but are not limited to:
50% Resolution of submitted issues or requests for athenaNet Product Queues (Collector, Clinicals, Platform, and Hospital)
Education, Experience, and Skills Required: