Tier 1 Customer Support Analyst
Overview
Provide top-notch support to users of our web and mobile applications. Handle customer questions, troubleshoot issues, stay updated on product features, and meet performance goals. Strong communication, problem-solving, and technical skills are essential.
Responsibilities
- Address customer inquiries via phone, email, SMS, chat, and tickets.
- Troubleshoot and resolve issues on our web and mobile platforms, especially those related to healthcare software.
- Assist clients with questions about revenue reconciliation processes within the software.
- Evaluate situations, review software settings, and find solutions or escalate complex problems.
- Understand customer needs and suggest appropriate solutions.
- Document all customer interactions in the tracking system (e.g., Salesforce) with accurate and timely updates.
- Follow guidelines for recording information and follow up to ensure issue resolution.
- Stay informed about our application platforms (Web, Mobile, Integrations), related technologies, and troubleshooting methods.
- Develop a solid understanding of API and web services technologies.
- Collaborate with team members and other departments.
- Share knowledge through training sessions and peer interactions.
- Participate in after-hours and weekend on-call rotations.
Requirements
- Bachelor's degree in Healthcare Informatics, Health Information Management, or Information Technology; OR
- Associate's degree in Information Systems with relevant experience; OR
- High school diploma or equivalent with relevant application support experience.
- Experience or internship in technical customer service, application support, or IT help desk is a plus.
- Experience with healthcare software is highly desirable.
- Familiarity with revenue reconciliation concepts is an advantage.
- Strong verbal and written communication skills to explain technical information clearly.
- Strong analytical, research, and problem-solving skills.
- Ability to multitask, prioritize effectively, and handle common customer issues.
- Exceptional attention to detail and quick learning ability.
- Comfortable with computer, mobile, and internet technology.
- Friendly, helpful demeanor and strong customer service skills.
What We Offer
- 3 weeks' vacation and 5 personal days.
- Comprehensive medical, dental, and vision benefits starting from your first day.
- Employee stock ownership and RRSP/401k matching programs.
- Lifestyle rewards.
- Remote work and more (Note: This role is not remote or telecommute).
About Us
Ingenious Med is a leading provider of healthcare IT solutions, empowering physicians and healthcare organizations to deliver high-quality patient care. Our innovative products and services help streamline clinical and financial workflows, improve patient outcomes, and reduce costs.
Top Skills
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
