Customer Support Analyst I

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