Job Details

Requisition Number 18-0078
Post Date 4/15/2019
Title Technical Account Manager
City Westborough
State MA
Description We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud-based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout.

We care. We are committed to positive change. And that’s where you come in.

Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork.

Everyone has that one thing they’re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.


Position Overview:
Technical Account Managers are responsible for providing technical support to our clients via telephone and/or remotely via the Web. They are responsible for addressing the technical needs of our clients, regardless of the size of the client or the issue. A Technical Account Manager must have detailed knowledge of networks, databases, Web application servers, some software scripting, and strong communication skills.

The eClinicalWorks EMR/PM application is “Mission Critical” to every one of our 9,000+ clients. Technical Account Managers are responsible for keeping our clients up and running, often under stressful conditions and with tight time constraints.Technical Account Managers must have a technical background (Bachelor’s or Master’s degree in Computer Science, and/or Software Engineering), be able to multi-task, have excellent communication skills, and bring their passion for solving problems and customer service to work every day.

Job Functions /Responsibilities:
• Respond to all Accounts via telephone or the web
• Meet SLAs
• Manage relationships with customers
• Maintain excellent customer satisfaction level
• Work with cross-functional teams when required
• Find technical resolutions to unknown or new scenarios
• Keep up to date with all eCW products and their enhancements
• Other duties as assigned
Requirements Requirements:
• Master’s degree or Bachelor’s degree with 2 plus years of experience
• Experience with server side programming using VB / COM (preferred)
• Proficient with relational databases
• Experience with Java or .net (preferred)
• Experience with Internet Protocols, HTTP / HTTPs
• Experience with XML / XSL
• Experience with Linux and Windows operating systems
• Experience with Web Application Server(s)
• Understanding of N-Tier Architecture
• Knowledge of SQL Server 2005, 2008
• Prior technical support experience a plus
• Prompt, responsive, responsible and friendly approach to customer situations

Other Skills / Abilities:
• Professional telephone manner
• Ability to balance multiple priorities
• Ability to handle difficult situations
• Excellent customer service orientation
• Strong analytical and problem solving skills
• Excellent attitude and spirit of cooperation
• Detailed oriented with strong interpersonal and communications skills.

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.
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