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Spinsci Technologies is seeking a Customer Support Specialist to support Contact Center as a Service (CCaaS) platforms and Patient Access Care applications serving healthcare systems. This role combines first-level and advanced troubleshooting with integration support, making it ideal for someone with healthcare IT and middleware experience.
You will provide day-to-day support for CCaaS systems including Cisco UCCE, NICE CXone, Five9, and Genesys integrated with Patient Access applications. Responsibilities include troubleshooting and resolving application issues, managing frontend gadgets such as appointment scheduling widgets and web portals, and monitoring Mirth Connect interfaces to resolve HL7/API integration errors between EHR systems and contact center tools.
You will collaborate with SpinSci engineering teams and hospital IT departments to escalate and resolve complex incidents or integration failures. You'll document tickets and root cause analyses in service management platforms like Jira, assist in testing new features prior to deployment, and validate interoperability through Mirth. Supporting end users with training and technical issue resolution is a core part of the role, along with participation in on-call rotations for after-hours critical support. You will maintain knowledge base articles and contribute to process improvements.
REQUIREMENTS:
- 3+ years of experience in customer or application support in healthcare IT or contact center environments
- Hands-on experience with Mirth Connect (NextGen Connect), including channel configuration, transformation, and troubleshooting
- Working knowledge of HL7, FHIR, REST APIs, and EHR integrations
- Familiarity with CCaaS platforms (Cisco UCCE, Five9, Genesys, NICE CXone, etc.)
- Proficiency in web-based front-end gadgets, APIs, and patient-facing tools
- Strong analytical and communication skills to interface with technical and non-technical users
- Ability to prioritize, manage incidents, and provide root cause analysis
- Experience with support ticketing systems (ServiceNow, Jira, Zendesk)
PREFERRED QUALIFICATIONS:
- Experience with EHR platforms like Epic, Cerner, or eClinicalWorks
- Understanding of HIPAA and healthcare data security practices
- ITIL Foundation certification or knowledge of ITSM best practices
- Basic scripting or XML/JavaScript skills for Mirth customization
