Customer Support Analyst I

This job is responsible for providing telephone support to customers by performing Tier I and II troubleshooting techniques and resolving customer issues related to the entire data processing system. This position is responsible for supporting the portfolio of active applications (currently in excess of 1,300 business and clinical applications) for a customer base that includes internal customers, vendors, community clinics, referring physicians, and others (currently numbers approximately 14,000).

In addition to phone support, this position is responsible for providing on-site support resolving, or appropriately escalating, customers' technology issues; coordinating process improvements across teams and departments; data center monitoring and operations; and understanding operational workflows. This position provides front line support to ensure that the organization's compliance and information security policies are enforced, ensuring compliance with those policies and procedures.

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Responsibilities

• Answer telephone calls and/or provide on-site support for users relating to software, hardware and network issues; investigate nature and scope of problem by asking relevant questions and analyzing the facts to determine appropriate solutions. Appropriately document interactions in the call tracking system.
• Identify, assess and resolve problems through research, vendor contact or contact with other department staff; analyze software, hardware and network functionality to assist in troubleshooting user issues; perform data security and account management.
• Perform data center monitoring activities including incident identification, resolution analysis, and escalations as appropriate.
• Identify process inefficiencies and improvements. Work with team members to develop improved processes, working with other teams as needed to ensure excellence in customer support and issue resolution.
• Maintain a log of calls and enter calls into the call tracking database; develop standard and ad-hoc reports from the call tracking database for management use; ensure user inquiries and issues are assigned to the appropriate staff; follow-up with callers to ensure that problems have been resolved.
• Maintain technical expertise for all approved and installed applications in order to support user community through participation in educational programs, current literature, in-service meetings, workshops or other methods.
• Complete special projects and other duties as assigned.

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Work Experience

How You’ll Be Successful:

• At least 2 years' Service Desk, Desktop Support, or related technical experience - required
• Healthcare industry experience - preferred

EDUCATION

• High school diploma or equivalent - required
• Two-year associate's degree or equivalent experience - preferred