Customer Support Analyst

Job Purpose

The Customer Support Analyst will provide consultative responses to the many types of technical and non-technical questions raised by our customers while maintaining a high level of customer satisfaction.

Duties and Responsibilities

• Provide courteous, helpful service to our end-users through inbound calls and tickets logged electronically by our customers
• Interact with customers to troubleshoot and resolve issues that may not have standard documented solutions, working with and escalating to cross-functional teams when necessary
• Identify critical issues that may impact all clients or prevent productivity through the Med-Metrix Technology Applications and provide proactive communication when necessary
• Participate in ongoing solution support calls to track and document inbound support requests ensuring proper notation of customer problems and issues that can be escalated to internal Subject Matter Experts for resolution
• Provision end user access for internal and external customers to the Med-Metrix technologies
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Qualifications

• A Bachelor’s Degree or 1+ Years’ Experience in Project Management
• Proficient in Microsoft products (Outlook, Word, Excel)
• Prior help desk experience providing software support to external customers
• Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic, and sequential approach
• The ability to communicate, prioritize, and route support requests based upon an understanding of a client’s revenue cycle processing environment and the underlying software functionality
• Must be a quick learner, self-directed, motivated, and have a strong dedication and commitment level to the tasks at hand
• Strong oral and written communications skills with experience in leading meetings and conducting training for both clients and internal customers
• Ability to work in a rapidly changing environment with the ability to own areas of support with minimal supervision
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required

Working Conditions

• Willingness to work a flexible schedule and occasional overtime when needed. Specific shifts may be required.
• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• *Mental Demands:*The employee must be able to follow directions, collaborate with others, and handle stress.
• *Work Environment:*The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.