Customer Support Analyst Tier I - Franklin, United States - MEDHOST

    MEDHOST
    MEDHOST Franklin, United States

    4 weeks ago

    Default job background
    Description

    **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