Customer Support Analyst Tier I
3 weeks ago
**Customer Support Analyst Tier I (Clinical)**
**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 Customers 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
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