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Customer Support Associate Jobs
Company | Healthix |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Non-profit Organizations |
Expires | 2023-09-16 |
Posted at | 8 months ago |
JOB TITLE: Customer Support Associate (Technical)
REPORTS TO: AVP Customer Support
DEPARTMENT: Customer Experience
HOURS: 40 Hours
FLSA STATUS: Exempt
Salary Range :$50k - $65k
POSITION SUMMARY:
The Customer Support Associate is responsible for Tier 1 Customer Support activities, including; user provisioning, end-user password and account issues, portal access issues, escalating tickets, and documenting information about other requests.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Document support requests in Salesforce and/or Jira.
- Answer inbound telephone and email-generated support requests.
- Maintain a broad understanding of the Healthix customer base on the end user and parent facility levels.
- Develop a strong understanding of the workflows implemented at specific participants.
- Develop and maintain a strong working knowledge of our technical platform and the functionality available.
- Work collaboratively with the engineering team to escalate support issues as needed.
- Develop and maintain a solid working knowledge of the policy constraints that are relevant to health information exchange, and report items to the compliance department for follow-up when necessary.
- Assist with new user provisioning, user account deactivation requests
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
QUALIFICATIONS:
- Ability to triage issues that will need further investigation and follow-up.
- Ability to inquire and capture sufficient information from support requests to document issues and prepare other technical staff for follow-up.
- IT support experience is strongly preferred. Experience in Healthcare data systems is a plus.
- Experience with data-driven software, including SQL or Intersystems Healthshare a plus.
- A high degree of initiative, dependability, and ability to multitask.
- Working with clinical and technical stakeholders will require excellent written and verbal communication skills.
- Answer phone calls and respond to email-generated tickets from end users, vendors, and participant IT support.
- Ability to become familiar with the wide range of participants, connection types, and services provided to Healthix customers in order to respond to incoming support requests successfully.
- Familiarity with CRM and support ticketing systems like Salesforce and Jira.
- Ability to provision user accounts properly with specific role-based access and provide some data reporting on user-related items.
- Ability to independently handle user access issues, including password issues, web browser configuration, or local IT support issues.
- Bachelor’s degree or equivalent work experience.
- Ability to work well with end users and customers, both highly technical and highly untechnical.
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