Customer Support Analyst I

The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.

PRIMARY DUTIES AND RESPONSIBILITIES (OTHER DUTIES MAY BE ASSIGNED)



* 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
OTHER REQUIREMENTS / SKILLS (EDUCATION, SOFTWARE, HARDWARE, ETC.)


* 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


* 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


* Criminal and MVR backgrounds meet our company hiring criteria