Tier 2 Technical Support Analyst



a year ago


POSITION TITLE: Tier 2 Technical Support Analyst

REPORTS TO: Manager of Tier 2 Technical Support

LOCATION: Schaumburg, IL or Cambridge, ON


Since its founding in 2006, CellTrak has delivered a complete, integrated software-as-a-service solution that facilitates care delivery and real-time field force management; automates data collection; and provides information for business and care optimization to agencies who no longer want to work with self-reported information and paper processes. The solution includes apps for all types of caregivers that run on the leading mobile devices; portals for efficient, coordinated care delivery by a distributed workforce; interfaces to EHRs and back office systems; and services to support adoption and optimization. CellTrak’s solution solves major problems for the home health care, hospice, and community care segments in the US, Canada, and the UK.


Ensuring that customers are able to effectively use the CellTrak product suite is critical to the success of customers and CellTrak. When users are unable to complete their functions as expected, they are instructed to contact the Customer Support team (Tier 1). As a Technical Support Analyst, you will be responsible for working with the Manager of Tier 2 Technical Support to ensure that issues are resolved. This includes, but is not limited to, performing technical analysis of the reported issues, providing explanations and guidance to other staff, tracking and documenting investigation notes in JIRA, root cause analysis enabling the organization to meet their objectives through the effective use of information and systems technology.

Responsibilities include the following:

  • Timely response to support reported client issues and reporting of bugs/issues and feature requests using the appropriate tools
  • Ensuring required response and resolution times are met in accordance with the Service Level Agreements (SLA)
  • Assist in the testing and validation of resolution to identified issues
  • Manual changes to backend data to perform manual adhoc fixes to the data or to change software configuration parameters in the database with a clear understanding of what the impact is and rollback strategy in place
  • Update system configurations for new and existing customers
  • Other related duties as requested


  • Experience in a software technology support role
  • Experience in writing SQL queries, database procedures, or custom reports
  • Understanding of IT, infrastructure


  • Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members and clients
  • Ability to manage conflicting priorities, attention to detail, and is organized
  • Aptitude for attention to detail and accuracy are essential
  • Capable of great meticulousness, versatility, and patience

CellTrak is an equal opportunity employer.

This job's salary is undisclosed
Application Info