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Client Support Specialist

2 months ago

Nashville, Tennessee, United States CereCore Full time
About the Role

CereCore is seeking a highly skilled Client Support Analyst to join our team in a dynamic and fast-paced environment. As a Client Support Analyst, you will be responsible for providing exceptional support to our clients, ensuring their technical needs are met and their experience with our services is positive.

Key Responsibilities
  • Facilitate Client Support Services: Provide timely and effective support to clients, resolving issues and answering questions in a professional and courteous manner.
  • Document and Analyze Issues: Document all client inquiries, reported issues, and resolutions, and analyze these to identify trends and areas for improvement.
  • Build Strong Relationships: Develop and maintain strong relationships with clients, providing them with expert support and guidance to ensure their technical needs are met.
  • Stay Up-to-Date with Industry Standards: Continuously seek to improve technical skills and knowledge, staying up-to-date with industry standards and best practices.
  • Contribute to Knowledge Base: Contribute to the development of self-help knowledge base entries, documenting typical requests, resolutions, and work-around procedures.
  • Participate in Problem-Solving Efforts: Participate in problem-solving efforts between departments, divisions, vendors, and other stakeholders to ensure effective resolution of client issues.
  • Meet Service Level Agreements: Work to ensure that CereCore Service Level Agreements are met, providing timely and effective support to clients.
  • Provide After-Hours Support: Provide after-hours and on-call support as required, ensuring that client needs are met 24/7.
Requirements
  • 1-3 Years of Experience: 1-3 years of experience in a technical support role, preferably in a healthcare or IT environment.
  • Desktop Skills and Customer Support Experience: Strong desktop skills and customer support experience, with a focus on providing exceptional support to clients.
  • Customer Service Training/Experience: Customer service training or experience, with a focus on providing positive and professional interactions with clients.
  • Root Cause and Trend Analysis Experience: Experience with root cause and trend analysis, with a focus on identifying and resolving issues.
  • Active Directory/NT Account Administration: Working knowledge of Active Directory/NT Account administration, with a focus on providing technical support to clients.
  • ITIL and Project Management: Understanding of IT Infrastructure Library (ITIL) and project management principles, with a focus on providing effective support to clients.