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Atria Senior Living HD Support Analyst - Glennis Solutions LLC in Louisville Metro, Kentucky

  • Provide first level technical support relating to client issues with proprietary software.

  • Provide basic technical support at the network level: connectivity, routers, firewalls, security.

  • Provide basic remote access solution implementation and support.

  • Monitor device connectivity, resolve issues, engage clients for assistance as necessary.

  • Perform hands-on fixes including installing and upgrading software, implementing file backups, and configuring systems and applications.

  • Test fixes (when necessary) to ensure problem has been resolved.

  • Escalate problems (when necessary) to the appropriate experienced Technical Support Analyst.

  • Record, track, and document any problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.

  • Document all pertinent client information in ticketing system.

  • Apply diagnostic utilities to aid in troubleshooting.

  • Access software update information, knowledge base and additional resources to aid in problem resolution.

  • Learn proprietary software and hardware used and supported by this organization.

  • Communicate with customers as required via phone and remote access, providing progress and resolution updates, notification of impending changes, etc.

  • May perform other duties as needed and/or assigned.

  • High school diploma or equivalent.

  • 0-3 years of related experience.

  • Ability to communicate technical information to a wide variety of users.

  • Understanding of principles and practices of customer service.

  • Ability to read, comprehend, and retain technical information on computer products and systems.

  • Available to work scheduled shifts as required by the needs of the Company. Mandatory on call from Midnight to 5:30am.

  • Must have computer and internet access at home for mandatory on-call.

Glennis is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law. Glennis will not tolerate harassment or discrimination based on any of these protected classifications.

Glennis, an affiliate of Atria Senior Living, Inc., is a software as a service (SaaS) solutions company offering a fully integrated cloud-based software suite designed specifically for senior living communities to manage the customer life cycle. Created by a top senior housing operator, the intuitive design helps drive sales and maximize revenue while supporting high-quality care outcomes. By streamlining operations, we help senior housing administrators improve their sales and management so they may focus more on the quality of service they provide to their customers.

Requisition ID: 2021-153414

External Company Name: Glennis Solutions

External Company URL: