The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.
Primary Duties:
Provide professional phone and email support to MEDHOST customers
Responsible for assessing the customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issues or business need
Responsible for accurately logging call information into the MEDHOST call tracking system
Responsible for retaining ownership of cases with frequent follow up on current updates through resolution
Research open cases thoroughly and quickly move toward accurate resolution
Develop a thorough working knowledge of MEDHOST applications, platforms and operating systems utilized
Required to learn various software utilities and develop knowledge of MEDHOST programming languages
Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals
Participation as a Customer beta representative to assist Customers with version upgrades issues toward resolution and provide explanation or assistance with new software changes
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
Other Requirements:
A.S Degree or higher in a related field preferred
Hospital, clinical, or hospital ancillary applications experience preferred
Previous software help desk experience preferred
Strong computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Network Administration a plus
5-10% travel may be 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 situations
Ability to retain and protect confidential material
Negative pre-employment drug tests
Criminal and MVR backgrounds meet our company hiring criteria
