Customer Support Analyst - Raleigh, United States - edgecomputingassociation

Description

Location Raleigh, North Carolina ,

United States

Job Description

Role

The After Hours Customer Support Analyst at Ambra Health is a full-time, exempt position. You will be the primary after-hours technical resource for Ambras customers, which range from major hospital networks to small radiology facilities. As a member of the After Hours Support team, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of Ambras products and software and be expected to resolve cases submitted by our customers in a timely manner. The After Hours Customer Support Analyst reports directly to an After Hours Team Lead.

THIS IS A REMOTE POSITION.

Responsibilities

Answer phone calls, chats and tickets for existing Ambra customers.

Work within the platform to troubleshoot complex issues and configurations.

Understand the complexity of the system to better resolve issues.

Effectively utilize multiple software tools to ensure rapid resolution of customer cases.

Work with existing Analysts/Senior Analysts to manage the case queue.

Properly escalate technical issues internally when necessary.

Install and configure Ambras software to assist in customer deployments.

Participate in, and potentially lead, ad hoc projects to help improve Ambras support operations.