Support Center Analyst

6 days ago

Greensburg, Pennsylvania, United States Excela Health Full time
Job Summary

We are seeking a highly skilled and motivated Support Center Analyst to join our team at Excela Health. As a Support Center Analyst, you will be responsible for providing exceptional customer service and technical support to our customers.

Key Responsibilities
  • Provide Level 1 support to customer requests, including password resets, software application issues, and hardware-related problems.
  • Analyze, troubleshoot, and resolve or escalate customer issues in a timely and efficient manner.
  • Perform basic systems build and customer callbacks as needed.
  • Process telephone calls promptly, accurately, and efficiently, while maintaining a positive and courteous tone.
  • Communicate effectively with customers, colleagues, and management, using clear and concise language.
  • Assist with the distribution of pertinent information throughout the system and maintain positive interdepartmental relationships.
  • Prepare written materials using correct grammar, spelling, punctuation, and format.
  • Participate in ongoing training and professional development to stay up-to-date with the latest technologies and best practices.
Requirements
  • Associate's degree or higher in Information Technology or a related field, or equivalent experience.
  • Three years of experience in customer service, technical support, or a related field.
  • Strong leadership ability, good organizational skills, independent and critical thinking skills, and sound judgment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse groups.
  • Proficient in Microsoft Office and related software, with the ability to learn new technologies quickly.
  • Exceptional troubleshooting skills, with the ability to analyze complex problems and develop effective solutions.
Preferred Qualifications
  • Clinical knowledge and medical terminology.
  • Auditing electronic records and testing computer systems.
  • Act 34-PA Criminal Record Check from the PA State Police system.
Working Conditions

This position requires the ability to work in a fast-paced environment, with frequent interruptions and changing priorities. The successful candidate will be able to work effectively in a team environment, with minimal supervision, and will be able to adapt to changing circumstances and priorities.

The physical demands of this position include sitting for extended periods, using a computer and phone, and occasionally lifting up to 50 pounds. The successful candidate will be able to perform the essential functions of the job with or without reasonable accommodation.

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