Client Support Analyst I

4 weeks ago

Nashville, Tennessee, United States Custom Health Full time

What we do
Custom Health provides a comprehensive tech-enabled med management and managed care solution resulting in 98% medication adherence for out patients across the United States and Canada. Operations are powered by proprietary software which orchestrates: i) fully-automated owned and network pharmacies, ii) at-home medication management solutions, iii) real-time clinical oversight by 200+ pharmacist-lead clinicians and iv) the collection of real-time, real-world data and insights.
What you'll do
The Client Support Analyst 1 will be responsible for providing exceptional support to Custom Health's clients. The ideal candidate will have a strong customer service background, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software to both technical and non-technical individuals.

This is a remote call center position, offering an entry-level role with exciting prospects for career advancement and development.

Job Responsibilities:

  • Provide basic inbound/outbound support and address product functionality issues via emails and phone calls as required.
  • Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem-solving solutions.
  • Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements.
  • Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases.
  • Escalate technical and higher-level issues to the appropriate level of support when necessary.
  • Collaborate with various teams to ensure client needs are met efficiently and effectively.
  • Troubleshoot hardware and software issues across a diverse patient demographic.
  • Become an expert user of Custom Health's software and stay up to date with all new feature releases.
  • Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied.
  • Perform other duties as assigned.

Job Requirements:

  • A post-secondary degree, diploma, or an acceptable combination of education and relevant experience is required.
  • Strong evidence of time management skills, including the ability to prioritize multiple customer issues on tight deadlines.
  • Ability to quickly analyze problems and determine the best course of action using available resources.
  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts and theories effectively to non-technical audiences.
  • Genuine commitment to delivering best-in-class customer and technical support.
  • Valid Passport: A valid passport is required for this role as it may involve international travel.
  • Willingness to Travel: The successful candidate should be willing and able to travel as needed, both domestically and internationally.

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