Customer Support Analyst Tier I

Company: MEDHOST
Location: Franklin
Posted on: January 16, 2020

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 Customer's 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 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 --- 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

Keywords: MEDHOST, Franklin , Customer Support Analyst Tier I, Professions , Franklin, Tennessee