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Tier 1 Customer Support Analyst

2 weeks ago

Atlanta, GA, United States Harris Full time
Tier 1 Customer Support Analyst

Overview
Provide top-notch support to users of our web and mobile applications. Handle customer questions, troubleshoot issues, stay updated on product features, and meet performance goals. Strong communication, problem-solving, and technical skills are essential.

Responsibilities
  • Address customer inquiries via phone, email, SMS, chat, and tickets.
  • Troubleshoot and resolve issues on our web and mobile platforms, especially those related to healthcare software.
  • Assist clients with questions about revenue reconciliation processes within the software.
  • Evaluate situations, review software settings, and find solutions or escalate complex problems.
  • Understand customer needs and suggest appropriate solutions.
  • Document all customer interactions in the tracking system (e.g., Salesforce) with accurate and timely updates.
  • Follow guidelines for recording information and follow up to ensure issue resolution.
  • Stay informed about our application platforms (Web, Mobile, Integrations), related technologies, and troubleshooting methods.
  • Develop a solid understanding of API and web services technologies.
  • Collaborate with team members and other departments.
  • Share knowledge through training sessions and peer interactions.
  • Participate in after-hours and weekend on-call rotations.
Requirements
  • Bachelor's degree in Healthcare Informatics, Health Information Management, or Information Technology; OR
  • Associate's degree in Information Systems with relevant experience; OR
  • High school diploma or equivalent with relevant application support experience.
  • Experience or internship in technical customer service, application support, or IT help desk is a plus.
  • Experience with healthcare software is highly desirable.
  • Familiarity with revenue reconciliation concepts is an advantage.
  • Strong verbal and written communication skills to explain technical information clearly.
  • Strong analytical, research, and problem-solving skills.
  • Ability to multitask, prioritize effectively, and handle common customer issues.
  • Exceptional attention to detail and quick learning ability.
  • Comfortable with computer, mobile, and internet technology.
  • Friendly, helpful demeanor and strong customer service skills.
What We Offer
  • 3 weeks' vacation and 5 personal days.
  • Comprehensive medical, dental, and vision benefits starting from your first day.
  • Employee stock ownership and RRSP/401k matching programs.
  • Lifestyle rewards.
  • Remote work and more (Note: This role is not remote or telecommute).


About Us
Ingenious Med is a leading provider of healthcare IT solutions, empowering physicians and healthcare organizations to deliver high-quality patient care. Our innovative products and services help streamline clinical and financial workflows, improve patient outcomes, and reduce costs.