- Diagnose complex software issues and provide clear direction to resolve client inquires across multiple mediums/channels
- Strong ability to communicate professionally and de-escalate calmly when needed
- Provide timely resolution, tracking, and response to all client support tickets via Salesforce
- Communicate with internal teams to resolve issues and increase expertise in certain skillsets
- Fully participate in achieving and exceeding all department & corporate metrics and goals
- Flexibility to work Mon-Fri and a variety of shifts (day and night shifts based on business need)
- High school diploma or GED required
- 3-4 years of professional business experience
- 2+ years of call center experience or equivalent customer service experience is desirable
- Exceptional customer service skills and ability to manage client expectations
- Hardware and software troubleshooting experience is preferred; strong technical acumen is necessary for success in this role
- Demonstrated ability to build rapport and relationships with others
- Demonstrated ability to have difficult conversations
- Demonstrated ability to communicate orally and in written form professionally with clients and stakeholders
- Proficiency in Microsoft Office (Outlook, Word, Teams)
- Strong organizational skills, attention to detail and ability to juggle multiple tasks
- Requires outstanding listening and interpersonal skills; confident and articulate
- Demonstrated ability to think critically and problem solve
- Must be self-directed and highly motivated to learn
- Ability to work independently as well as part of a team
- Ability to work in a fast-paced and dynamic environment, multi-task, and manage self under pressure
- Ability to collaborate, assess information quickly and critically and is confident in ability to communicate
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Client Support Center Analyst - Belfast, United States - athenahealth
Description
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
Your job will be to help resolve client issues and inquiries about athenahealth's suite of cloud-based services. Support requests come through multiple channels including phone, online and chat. You are an expert multi-tasker and love to provide exceptional customer service. You thrive in a fast-paced environment and are excited by the opportunity to learn, solve problems and become a content expert. You are comfortable with leveraging technology to support your work, while teaching and guiding others through technological issues.
Essential Functions (Duties and Responsibilities)
Here's our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What's unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth's offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India - plus numerous remote employees - all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That's another story. athenahealth develops and implements products and services that support US healthcare: It's our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees - or athenistas, as we call ourselves - spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out - but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth's Corporate Social Responsibility (CSR) program, we've selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces - some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
athenahealth is committed to a policy of equal employment opportunity-that's why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We're happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at for assistance.