Analyst I Customer Support - Support Center - Hybrid

Bronson Battle Creek•Portage, MI

51d•Hybrid

About The Position

The Customer Support Analyst I is responsible for providing excellent customer service to the Bronson user community for all systems supporting the activities of Bronson Healthcare Group.

Requirements

High school diploma or GED required
Working expertise of user experiences with variety of applications; interest and aptitude for learning new applications
Demonstrated proficiency in Microsoft Office Suite
Ability to work with end users to determine software specifications, hardware requirements and process improvement workflows
Ability to create system documentation, project plans, test scripts and education materials
General familiarity of end user business practices, concepts and terminology sufficient to support the applications in a healthcare delivery environment
Excellent telephone presence and interpersonal skills
Monitors and controls computer equipment and/or on-line applications according to daily shift schedule
Good customer service skills with the ability to communicate both orally and in writing
Must be able to interact with customers from various levels in the organization to gather the information necessary to understand, address, and document their data needs
Must consistently negotiate and act on deliverables and timeframes with stakeholders, take ownership of issues, and respond to issues within expected timeframes

Nice To Haves

Associate's degree (or equivalent experience) preferred
Previous customer service experience preferred
Certified Customer Service Professional is preferred
Certification or progress toward certification completion may be required dependent on an individual's specific position

Responsibilities

Support and participate in the research, planning, installation, configuration, testing, troubleshooting, maintenance and upgrade of applicable systems. Analyze and evaluate present or proposed business procedures or problems to define data needs.
Corrects routine and non-routine computer malfunctions or works with other IT staff and System Coordinators to correct individual problem situations.
Develops and maintains collegial relationships with all System Coordinators and IT staff as relates to systems in area of responsibility.
Keeps abreast of developments in the information systems and communications field and evaluates developments for applicability or incorporation into existing applications.
Evaluates systems, processing, and development needs and recommends additional equipment or new systems.
Participates in resolutions during outages or periods of degraded system performance.
Participates in the preparation and authoring of supporting documentation, instruction manuals, and audit trails of program changes in accordance with systems and programming standards.
Supports and maintains the technical literature library and the related system.
Assists customers in problem resolution via phone, e-mail or in-person; documenting each request for services, investigating, troubleshooting, coordinating support/resolution efforts and resolving computer software and hardware problems for users.
As assigned, observes the operation of the computers, storage devices, printers and the actions of the system and determine the point of equipment or program failure.
As assigned, observes equipment operation and reports unusual conditions to senior level personnel; monitors data network.
Provides exceptional customer service with regard to help desk ticket resolution, phone, and desk-side assistance.
Troubleshoots telecommunications equipment and troubleshoots problems throughout the system as they arise; monitors telecommunications network.
Performs basic equipment maintenance.
Maintain logs on equipment and operations activity. Record and maintain hardware and software inventories, site and/or server licensing.