Customer Support Analyst I

MEDHOST is seeking a Customer Support Analyst to provide application support to customers. This role involves answering complex questions about our products, investigating issues, and ensuring client satisfaction.

General Responsibilities:

• Serve as the primary support liaison between MEDHOST and clients, responding to inquiries via phone or electronic tickets.
• Assess situations, review software configurations, and identify resolutions or escalate as needed.
• Document detailed information in the client tracking system and follow defined guidelines.
• Regularly review submitted items and follow up with clients to ensure resolution.
• Collaborate with team members, sharing knowledge through training sessions and peer interactions.
• Maintain current knowledge of applications and related technologies.
• Troubleshoot email technology issues.
• Present support webinars to staff and customers.
• Interpret requirements and recommend solutions that best address clients’ needs.

Required Qualifications:

• Strong analytical, research, and problem-solving skills.
• Ability to multi-task and prioritize work effectively.
• Exceptional attention to detail and quick grasp of concepts.
• Sound understanding of API and web services technologies.
• Knowledge of engagement delivery and software troubleshooting techniques.

Nice to Have:

• Experience with presenting webinars.
• Familiarity with email technology troubleshooting.

Other:

• Perform other duties as assigned by management.