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Customer Support Analyst

Customer Support Analyst

Job Description

The Customer Support Analyst provides professional phone and email support to MEDHOST Customers who are utilizing the MEDHOST applications.

•    Provide professional phone and email support to MEDHOST clients for all modules and hardware
•    Responsible for assessing the Customer’s business need or problem, using on-line tools and
     analytical thinking to diagnose and resolve the issue or business need
•    Responsible for accurately logging the call information into the MEDHOST call tracking system
•    Responsible for retaining ownership of calls and following up with Customers frequently with
      current updates until a resolution is reached
•    Research open issues thoroughly and quickly move those issues toward an accurate resolution
•    Expected to develop a thorough working knowledge of each MEDHOST application as well the
     platforms and operating systems utilized
•    Will be required to learn how to use various software utilities as well as develop some knowledge
     of our programming languages
•    Some interaction with Quality Assurance for testing program changes, new releases, or user
•    Deployment of software as necessary to meet the business needs of our Customers
•    Attend and participate in MEDHOST or other job related training courses while maintaining daily
     department goals
•    Participation as a Customer beta rep to assist Customers who have installed the latest MEDHOST
     version to assist moving issues toward resolution and provide explanation or assistance with new
     software changes
•    Make on-site Customer visits to assist with new Customer transition or assigned to install a new
     MEDHOST release software upgrade at a Customer site
•    Required to participate in on-call rotation, which includes nights, weekends and holidays
•    Must have ability to work a flexible schedule and overtime hours, including nights, weekends and
•    Any other duties as deemed necessary to provide quality service to the MEDHOST client base

Job Requirements

•    A.S Degree or higher in a related field preferred
•    Hospital, clinical, or ancillary applications and hardware experience preferred
•    Previous software  and hardware help desk experience helpful
•    Strong computer skills: Programming background, knowledge of AS/400, Java, Windows  
     Administration, SQL Administration and Networking Administration a plus
•    5-10% travel required
•    Able to prioritize Customer issues and escalate or solve with urgency
•    Excellent written, proofreading, and verbal communication skills
•    Must be detail oriented, organized and have the ability to multitask
•    Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
•    Must be flexible with a  can-do attitude and have the ability to remain professional under high pressure
•    Ability to retain and protect confidential material
•    Negative pre-employment drug tests
•    Criminal and MVR backgrounds meet our company hiring criteria

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience At least 2 year(s)
Manages Others Not Specified
Industry Computer Software, Healthcare - Health Services
Required Travel Not Specified
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Customer Support Analyst

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