The Customer Support Analyst I provides professional phone and email support to MEDHOST customers utilizing MEDHOST applications.
Remote/Virtual
Primary Duties and Responsibilities (Other duties may be assigned):
- Provide professional phone and email support to MEDHOST customers.
- Assess customer business needs or problems, using online tools and diagnostic thinking to diagnose and resolve issues.
- Accurately log call information into the MEDHOST call tracking system.
- Retain ownership of cases with frequent follow-up on current updates through resolution.
- Research open cases thoroughly and move quickly toward accurate resolution.
- Develop a thorough working knowledge of MEDHOST applications, platforms, and operating systems.
- Learn various software utilities and develop knowledge of MEDHOST programming languages.
- Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals.
- Participate as a Customer Beta representative. Assist customers with version upgrade issues. Provide explanations or help with new software changes.
- Work a flexible schedule and overtime hours, including nights, weekends, and holidays.
- Perform any other duties as deemed necessary to provide quality service to the MEDHOST client base.
Other Requirements / Skills (Education, Software, Hardware, etc.):
- Experience with hospital, clinical, or hospital ancillary applications preferred.
- Previous software help desk experience preferred.
- Exceptional computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration, and Network Administration a plus.
- 5% travel may be required.
- Able to prioritize customer issues and escalate or solve with urgency.
- Excellent written, proofreading, and verbal communication skills.
- Detail-oriented, organized, and able to multitask.
- Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives.
- Flexible with a can-do attitude and able to remain professional under high-pressure situations.
- Ability to retain and protect confidential material.
- Criminal and MVR backgrounds must meet our company hiring criteria.
About us:
For more than 40 years, MEDHOST has provided innovative healthcare solutions, including an integrated EHR, helping healthcare facilities achieve operational, financial, and clinical excellence. Our solutions serve hospitals, clinics, and healthcare systems, empowering them to deliver the highest quality care.
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
