Tier 1 Customer Support Analyst
Harris Computer
full-time
Posted on:
Location Type: Office
Location: Atlanta • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
- 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.
Benefits
- 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).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcustomer supportAPIweb servicesrevenue reconciliationapplication supporttechnical customer serviceIT help deskhealthcare softwaredocumentation
Soft skills
communicationanalytical skillsproblem-solvingmultitaskingprioritizationattention to detailquick learningcustomer servicecollaborationtraining
Certifications
Bachelor's degree in Healthcare InformaticsBachelor's degree in Health Information ManagementBachelor's degree in Information TechnologyAssociate's degree in Information Systems