Product Support Analyst - Lancesoft

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

Level Description

4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.

• Take calls (incidents and requests for information) from external users (mostly medical providers) of the Texas Unified Licensure Information Portal (TULIP) system and document in HHSC’s BMC Helix system.

• Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.

• Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.