Customer Support Analyst
The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.
Key Responsibilities
- Provide professional phone and email support to MEDHOST customers.
- Assess customer business needs or problems, using online tools and analytical thinking to diagnose and resolve issues.
- Accurately log call information into the MEDHOST call tracking system.
- Retain ownership of cases with frequent follow-up until resolution.
- Research open cases thoroughly and move quickly toward accurate resolution.
- Develop a thorough working knowledge of MEDHOST applications, platforms, and operating systems.
- 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.
- Participate as a Customer beta representative to assist with version upgrades and provide explanations or assistance with new software changes.
- Work a flexible schedule and overtime hours, including nights, weekends, and holidays.
- Perform any other duties as necessary to provide quality service to the MEDHOST client base.
Requirements
- A.S. Degree or higher in a related field preferred.
- Experience with hospital, clinical, or hospital ancillary applications preferred.
- Previous software help desk experience preferred.
- 5% travel may be required.
- Criminal and MVR backgrounds must meet company hiring criteria.
Skills
- Strong computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration, and Network Administration a plus.
- Able to prioritize customer issues and escalate or solve with urgency.
- Excellent written, proofreading, and verbal communication skills.
- Detail-oriented, organized, and able to multitask.
- Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives.
- Flexible with a can-do attitude and able to remain professional under high-pressure situations.
- Ability to retain and protect confidential material.
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What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
