Junior Customer Support Analyst Nashville, Tennessee
The Customer Support Jr. Analyst Tier 1 provides professional phone and email support to MEDHOST Customers who are utilizing the MEDHOST Service Center Queue.
• Provide professional phone and email support for MEDHOST Service Center
• Expected to develop a thorough working knowledge of MEDHOST Service Center Password Reset applications, AS400 platform and operating systems utilized
• Responsible for assessing the Customer's business need or problem, using on-line tools and analytical thinking to diagnose and resolve
• Responsible for accurately logging call information into the MEDHOST call tracking system
• Responsible for case management and follow up with Customers until resolution is reached
• Research open issues thoroughly and quickly move issues toward accurate resolution
• Responsible for educating Customers when possible to reduce incident volume and enhance Customer knowledge
• Required to learn how to use various software utilities
• Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals
• 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 holidays
• Any other duties as deemed necessary to provide quality service to the MEDHOST Customer base
Requirements:
• A.S. Degree or higher in a related field preferred
• Previous software help desk experience helpful
• Novice computer skills preferred, but not required: Programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration, and Networking, A+
• 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 situation
• Ability to retain and protect confidential material
• Negative pre-employment drug tests
• Criminal and MVR backgrounds meet our company hiring criteria
