Customer Support Analyst I (CL)
Location :
Remote
Job Type :
Direct
Hours :
Full Time
Travel :
No
Relocation :
No
Job Industry :
Computer Software
Job Description :
The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.
- Provide professional phone and email support to MEDHOST customers
- Responsible for assessing the customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issues or business need
- Responsible for accurately logging call information into the MEDHOST call tracking system
- Responsible for retaining ownership of cases with frequent follow up on current updates through resolution
- Research open cases thoroughly and quickly move toward accurate resolution
- Develop a thorough working knowledge of MEDHOST applications, platforms and operating systems utilized
- Required to learn various software utilities and develop knowledge of MEDHOST programming languages
- Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals
- Participation as a Customer beta representative to assist Customers with version upgrades issues toward resolution and provide explanation or assistance with new software changes
- Must have ability to work a flexible schedule and overtime hours, including nights, weekends, and holidays
- Any other duties as deemed necessary to provide quality service to the MEDHOST client base
Required Qualifications :
- A.S Degree or higher in a related field preferred
- Hospital, clinical, or hospital ancillary applications experience preferred
- Previous software help desk experience preferred
- Strong computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Network Administration a plus
- 5-10% travel may be required
- Able to prioritize Customer issues and escalate or solve with urgency
- Excellent written, proofreading, and verbal communication skills
- Must be detail oriented, organized, and have the ability to multitask
- Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
- Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situations
- Ability to retain and protect confidential material
- Negative pre-employment drug tests
- Criminal and MVR backgrounds meet our company hiring criteria
