Application Support Analyst
About The Position
At CompuGroup Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes. Your Contribution: Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support. Responds to all customer and leadership requests in a professional, courteous, and respectful manner. Consults directly with customers via phone, chat, and email and d ocuments customer interactions thoroughly, clearly, and concisely. Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality. Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products. Learns core task set for all features of assigned CGM software products and passes applicable exams. Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.
Requirements
- Must be available between the hours of 8AM – 8PM EST Monday through Friday.
- Minimum of 1 year customer service experience.
- Knowledge of Practice Management (PM), medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on support.
- Ability to manage multiple tasks and thrive in a high call volume, fast paced environment.
- Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
- Ability to independently perform research using resources such as the internet and procedure manuals.
Responsibilities
- Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
- Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
- Consults directly with customers via phone, chat, and email and documents customer interactions thoroughly, clearly, and concisely.
- Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
- Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
- Learns core task set for all features of assigned CGM software products and passes applicable exams.
- Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.
Benefits
- Medical, Dental and Vision as well as 401k with employer matching.
- Personal Time Off to promote work life balance.
- Modern workplaces, flexible working hours, hybrid work options and much more.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
