Client Support Analyst

athenahealth • Altoona, FL

2d • Remote

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. As a CSC Analyst, you will provide high-level support to end users via phone and email in a dynamic, fast-paced environment. You will become an expert in the athenaOne application and resolve client inquiries quickly, accurately, and effectively. Collaborating with cross-functional teams, you contribute to continuous service improvement while managing multiple communication channels simultaneously.

Requirements

• High school diploma or GED
• 3-4 years of professional business experience
• Exceptional customer service skills with the ability to manage client expectations
• Strong multitasking ability in a fast-paced, technology-driven environment
• Hardware and Software troubleshooting experience is a preferred background as strong technical acumen is necessary to be successful in this role
• Proven Teaching ability. It’s not enough to give our clients the right answer, you have to ensure they understand the answer and teach them the context and/or business process for achieving a successful outcome on their own in the future
• Ability to multitask in a demanding, fast-paced environment
• Extreme comfort level with having multiple windows open, systems up and running, quickly navigating between screens, all while providing excellent service to our customers, responding to emails and resolving client cases, often simultaneously

Nice To Haves

• 2+ years in a call center or customer service role
• Experience in hardware/software troubleshooting
• Proficiency with MS Office, Salesforce, and common web browsers
• Ability to explain solutions effectively and teach clients for future success

Responsibilities

• Provide high-level support to end users via phone and email.
• Become an expert in the athenaOne application and resolve client inquiries quickly, accurately, and effectively.
• Collaborate with cross-functional teams to contribute to continuous service improvement.
• Manage multiple communication channels simultaneously.
• Utilize multiple tools provided via telephone with clients to diagnose issues and provide solutions.
• Work cross-functionally to continuously improve our services.
• Develop deep product knowledge of athenaOne to troubleshoot and guide clients via phone and cases.
• Diagnose complex software issues and deliver clear, actionable solutions.
• Manage case and communication queues to meet quality and production targets.
• Use Salesforce CRM to track and respond to client inquiries promptly.
• Communicate efficiently with internal teams and external clients to manage expectations and status updates.
• Embrace continuous learning and share knowledge to enhance team expertise.
• Own special project assignments and actively participate in departmental goals.

Benefits

• Opportunity to grow and advance through skill development
• Collaborative and innovative team culture
• Work-from-home flexibility with structured schedules
• Be part of a company dedicated to simplifying healthcare for providers and patients
• health and financial benefits
• athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces
• flexibility
• book clubs, external speakers, and hackathons
• company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees