Client Support Analyst Tier I

Surgical Information Systems Careers•Alpharetta, GA

3d•Hybrid

About The Position

This position located in our corporate HQ in Alpharetta, GA is responsible for assisting the Client Base by providing technical support on the solution via telephone and email. This position requires managing a variety of assignments throughout the life-cycle of a client’s engagement with the Company including assisting on implementations, go-lives, post go-live, and after-hours technical support. Must be able to diagnose and communicate to clients about requirements and deliverables for successful issue resolution.

Requirements

Knowledge of computers and electronics in order to understand how to diagnose and assess software solutions.
Knowledge of customer service in order to best serve clients with a primary objective of ensuring high client satisfaction.
Skill in active listening in order to accurately diagnose client issues.
Skill in time management in order to effectively manage more than one ongoing project.
Skill in instructing in order to teach others how to do things.
Ability to communicate effectively through oral, written, and typed mediums.
Ability to reason deductively by applying general rules to specific problems to produce answers that make sense.
Ability to speak clearly and to understand speech in order to assist clients over the phone.
Ability to tell when something is wrong or likely to go wrong in order to anticipate problems.
Must have a minimum of 50Mbps internet download speed to effectively run SIS Systems
Will be required to work in the Alpharetta office every Tuesday and Thursday and 1 (one) additional day assigned by SIS for a total of 3 days in the office each week.

Nice To Haves

Experience with medical billing, coding, A/R and/or collections is a plus

Responsibilities

Manage client questions and concerns through a ticketing system from creation to completion.
Follow established policies and procedures to assist clients most effectively.
Provide clear and concise communications, both verbally and written, to clients.
Effectively diagnose and troubleshoot cases by searching for solutions and providing education as well as issue resolution.
Set realistic expectations with clients on timeline and budget for issue resolution.
Identify possible issues with systems and present opportunities for the solutions to be improved or for the services for billable work.
Assist in the creation of Knowledge Base Articles (KBAs) for Support team.
Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution.
Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve issues or to provide technical assistance and support to a group of remotely based clients.