Customer Support Analyst I

Customer Support Analyst

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

Key Responsibilities



* Provide professional phone and email support to MEDHOST customers.


* Assess customer business needs or problems, using online tools and analytical thinking to diagnose and resolve issues.


* Accurately log call information into the MEDHOST call tracking system.


* Retain ownership of cases with frequent follow-up until resolution.


* Research open cases thoroughly and move quickly toward accurate resolution.


* Develop a thorough working knowledge of MEDHOST applications, platforms, and operating systems.


* 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.


* Participate as a Customer beta representative to assist with version upgrades and provide explanations or assistance with new software changes.


* Work a flexible schedule and overtime hours, including nights, weekends, and holidays.


* Perform any other duties as necessary to provide quality service to the MEDHOST client base.

Requirements



* A.S.

Degree or higher in a related field preferred.


* Experience with hospital, clinical, or hospital ancillary applications preferred.


* Previous software help desk experience preferred.


* 5% travel may be required.


* Criminal and MVR backgrounds must meet company hiring criteria.

Skills



* 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.


* Detail-oriented, organized, and able to multitask.


* Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives.


* Flexible with a can-do attitude and able to remain professional under high-pressure situations.


* Ability to retain and protect confidential material.