aethenaOne Support Specialist

Location: West Pittsburgh, PA

Job Type: Full Time / Permanent

Support Specialist is responsible for first and second level support calls as well as assisting other members of the team with higher level calls while maintaining at least the closure of 15 calls on a daily basis. In addition to day to day operation, the support specialist will be responsible for coordinating and executing projects to meet specified deadlines in a high paced, fast environment.


  • Provide support to external athenahealth customers via phone and email leveraging internal ticketing system
  • Accurately scribe processes, procedures, and resolutions in detail
  • Document, research, track and resolve customer software issues in a timely manner
  • Perform immediate analysis of customer problems and direct the implementation of corrective action to restore function
  • Develop technical solutions related to software and setup errors and when needed create or assist in creating workaround procedures
  • Monitor issues in a ticketing system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established procedures
  • Continually communicate issue resolution progress to customers and maintain favorable client relationships
  • Monitor progress on problem resolution and initiate timely feedback to management and the customer
  • Review customer requests contact customers to clarify requests, and ensure that all necessary information is obtained
  • Extensive team collaboration
  • Demonstrate and support our mission, vision, and values.
  • All other duties and responsibilities as assigned

Education & Experience:

  • Associates degree or equivalent combination of training and experience
  • 2 to 5+ years of athenaOne application support experience
  • 2+ years’ of athenaClinical support experience
  • Solid experience troubleshooting with athenaOne and athenaClinical software issues
  • Excellent Customer Service Skills
  • Strong written and verbal communication skills to communicate with users to resolve software, hardware, and operation issues.
  • 1 years’ experience with Revenue Cycle Management
  • Clinical background with physician practice experience a plus
  • Dynamic interpersonal skills
  • Demonstrated proficiency with Microsoft Office Suite (Word, Excel, Outlook)
  • Operate with integrity and respect for others
  • Previous athenaOne experience required