Customer Support Associate

TITLE: Customer Support Associate

REPORTS TO: AVP, Support Services

DEPARTMENT: Customer Experience

HOURS: 40 Hours

FLSA STATUS: Exempt

SALARY RANGE: $50 - $65k

POSITION SUMMARY:

The Customer Support Associate is responsible for Tier 1 Customer Support activities including, but not limited to; user provisioning, portal end-user password assistance, portal data issues, reviewing and assigning cases in SalesForce, creating JIRA and/or OASIS cases utilizing PHI from customers as well as escalating tickets to leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Maintain a broad understanding of the Healthix customer base, on the end user and parent facility levels.

· Develop and maintain a strong working knowledge of the policy constraints that are relevant to health information exchange, report items to the compliance department for follow up when necessary.

· Develop and maintain a strong working knowledge of our technical platform and the functionality available.

· Develop a strong understanding of the customized workflows implemented at specific participant locations.

· Answer inbound telephone and email generated support requests.

· Work collaboratively with engineering team to escalate support issues as needed.

· Document support requests in Salesforce, JIRA and/or OASIS.

· Assist with new user provisioning, user account deactivation requests

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

· Bachelor’s degree required.

• Familiarity with CRM and support ticketing systems like Salesforce and Jira.

• IT support experience strongly preferred. Experience in Healthcare data systems a plus.

• Experience with data driven software including SQL or Intersystems Healthshare a plus.

· Ability to demonstrate dedication to teamwork and being a successful team member.

· Comfortable working with customers over the phone to obtain sensitive information for case investigations.

· Customer service centric; demonstrated by ability to work well with others (colleagues, customers, vendors) both highly technical and highly untechnical.

· Excellent written and verbal communications skills will be required in working with both clinical and technical stakeholders. Experience using Microsoft Teams to keep communication flowing effectively regarding customers across all team members.

· Answer phone calls and respond to email generated tickets from end users, vendors, and participant IT support. Experience with TalkDesk or similar call center applications.

· Ability to become familiar with the wide range of participants, connection types and services provided to Healthix customers in order to successfully respond to incoming support requests.

· Ability to independently handle user access issues including password issues, web browser configuration or local IT support issues.

· Ability to triage issues that will need further investigation and follow up.

· Ability to inquire and capture sufficient information from support requests to document issues and prepare other technical staff for follow up.

· Ability to provision user accounts properly with specific role based access and provide some data reporting on user related items.

· High degree of initiative, dependability and ability to multitask.