Customer Support Analyst | Remote | NantHealth

NantHealth • Dallas, TX

3d • $24 - $29 • Remote

About The Position

We are seeking a proactive and customer-focused Customer Support Analyst to join our NantHealth team. In this role, you are the first point of contact for clients, delivering exceptional service through phone, chat, and email. You will troubleshoot technical issues, guide users through workflows in NaviNet and Eviti, and provide clear, timely, updates on support requests. With a commitment to empathy, professionalism, and accuracy, you will ensure a positive customer experience while contributing to our knowledgebase and team learning. Success in this position requires strong communication skills, significant attention to detail, meticulous documentation, and the flexibility to provide support coverage as needed. Please note, our Support Team's office is open Monday - Friday, 7:00am - 8:00pm eastern time. This opening is specifically for the 10:30 am - 7:00 pm eastern shift.

Requirements

• Bachelor’s degree or equivalent call center experience.
• Proficiency working with Microsoft Office applications (such as Word and Excel) and Internet Explorer.
• 2+ years of customer service experience (within the healthcare industry, strongly preferred)
• Passionate about providing exceptional customer service and producing high-quality work.
• Problem Solving
• Ability to solve general, non-complex problems Provide moderate experience and analysis to problem solving
• Organization Impact
• Work independently on larger, moderately complex projects/assignments Set objectives for own job area to meet objectives or goals Provide direct impact on job area results through day-to-day tasks Work to achieve operational targets within job area Ability to influence others within the job area through explanation of facts, policies and practices
• Communication
• Communicate internally within the job area Ability to communicate with external customers, vendors, etc. Ability to communicate matters that require some explanation or interpretation May influence parties within own job area at an operational level Coordinates interactions with internal and external contacts, including job area management members; field typical questions related to job area

Nice To Haves

• Familiarity working with CRM systems such as Salesforce.com strongly preferred.

Responsibilities

• Answer phones and respond to client requests following a defined support process.
• Maintain a positive, empathetic and professional attitude towards customers at all times.
• Troubleshoot and resolve customer issues through phone, chat, and email.
• Answer how-to-questions and help customers navigate a variety of workflows within NaviNet and Eviti.
• Provide timely follow up and status updates for all customer service and technical support requests.
• Contribute to the ongoing learning and success of your team by contributing to the creation of articles for our Knowledgebase.
• Ensure all support requests, follow-up and resolution notes are appropriately documented.
• Maintain customer satisfaction based on specific measurement criteria.
• Ability to work flexible hours providing support coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level