Customer Support Analyst

Company: Mediware Information Systems ( Learn More )

General Information
4 Year Degree
3 to 5 years
Job Description

Are you interested in changing the world of healthcare and human services? Do you want to work with innovative web and mobile software applications with great impact on society? Can you provide smart ideas and experiments about what’s possible? Do you work hard to help others to achieve their best results? Do you want to be amazed, inspired and proud of your job every day? Come and show us what you’re made of.

Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives. We have 1000+ employees across the US, UK and Netherlands. Mediware’s portfolio of solutions currently includes long-term services and supports, behavioral health, blood solutions, cellular therapy, home care, medication management, rehabilitation and respiratory therapy. 

In this role, the Mediware Customer Care Analyst will be responsible for ensuring Mediware’s customers receive the care, training, and software support they need to effectively utilize a wide-range of software products. The Customer Care Analyst uses advanced product knowledge to investigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customer’s satisfaction. Additionally, the Customer Care Analyst will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. This role is accountable for providing outstanding customer service and successful resolution of all customer requests.

In this role you will be in communication with clients for troubleshooting Mediware solutions and the systems supporting them. Uses advanced product knowledge to independently investigate and resolve complex software and hardware problems of the customer per established performance criteria. Effectively trains the customer to maximize the use of their system.

Principal Functions of the Job:

  • Perform comprehensive troubleshooting on customer software issues including data collection, issue recreation, reviewing documentation or asking internal subject matter experts
  • Enters comprehensive documentation for every customer interaction within the company ticketing system
  • Answer incoming calls accurately, efficiently, and within service levels
  • Educates the customers on features, benefits, and use of all company products and services
  • Perform additional duties such as special projects, customer outreach campaigns, participate in customer user groups, etc as assigned
  • Keep management informed of problems/concerns that could potentially diminish service effectiveness
  • Job Requirements

    Job Qualifications:

    • Bachelor Degree strongly preferred
    • A minimum of 3 year’s experience in a customer support role or call center position, handling inbound telephone calls and direct customer interaction. Preferably for a software company or in an IT support role.
    • Strong technical aptitude with preference given to those with strong Microsoft Windows and SQL Server Database skills
    • Experience with Salesforce a plus.
    • Excellent verbal and written communication skills including grammar and voice quality.
    • Customer service knowledge with problem resolution skills
    • Accuracy and attention to detail required
    • Ability to work under pressure accomplishing multiple tasks simultaneously
    • Ability to work independently and as a team player
    • Positive attitude, enthusiasm, professionalism and a high level of integrity and ethics.
    • Excellent troubleshooting, listening and problem-solving skills
    • Able to work in a fast paced deadline oriented environment
    • Customer focused
    • Works well in a team environment
    • Must be able to work a flexible work schedule, with some holidays and overtime required

    We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, a new Health Savings Account with a generous employer contribution and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!

    Mediware provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category.