Customer Support Analyst Tier I (Hardware)
Location :
Franklin, TN
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 clients for all modules
• Responsible for assessing the Customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issue or business need
• Responsible for accurately logging the call information into the MEDHOST call tracking system
• Responsible for retaining ownership of calls and following up with Customers frequently with current updates until a resolution is reached
• Research open issues thoroughly and quickly move those issues toward an accurate resolution
• Expected to develop a thorough working knowledge of each MEDHOST application as well as the platforms and operating systems utilized
• Will be required to learn how to use various software utilities as well as develop some knowledge of our programming languages
• Some interaction with Quality Assurance for testing program changes, new releases, or user documentation
• Deployment of software as necessary to meet the business needs of our Customers
• Attend and participate in MEDHOST or other job related training courses while maintaining daily department goals
• Participation as a Customer beta rep to assist Customers who have installed the latest MEDHOST version to assist moving issues toward resolution and provide explanation or assistance with new software changes
• Make on-site Customer visits to assist with new Customer transition or assigned to install a new MEDHOST release software upgrade at a Customer site
• Required to participate in on-call rotation, which includes nights, weekends and holidays
• 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 ancillary applications experience preferred
• Previous software help desk experience helpful
• Strong computer skills: Programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration, and Networking Administration a plus
• 5-10% travel 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 situation
• Ability to retain and protect confidential material
• Negative pre-employment drug tests
• Criminal and MVR backgrounds meet our company hiring criteria
