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Surgical Information Systems · 1 day ago

Client Support Analyst Tier I

Alpharetta, GA

Full-time

Hybrid

New Grad, Entry Level

Surgical Information Systems (SIS) has been delivering innovative software and services for surgical providers for over 29 years. The Client Support Analyst Tier I role involves providing technical support to clients via telephone and email, managing client inquiries, and assisting with implementations and issue resolution.

Health CareHospitalSoftware

No H1B

Responsibilities

Manage client questions and concerns through a ticketing system from creation to completion

Follow established policies and procedures to assist clients most effectively

Provide clear and concise communications, both verbally and written, to clients

Effectively diagnose and troubleshoot cases by searching for solutions and providing education as well as issue resolution

Set realistic expectations with clients on timeline and budget for issue resolution

Identify possible issues with systems and present opportunities for the solutions to be improved or for the services for billable work

Assist in the creation of Knowledge Base Articles (KBAs) for Support team

Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution

Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve issues or to provide technical assistance and support to a group of remotely based clients

Qualification

Technical supportCustomer serviceMedical billingActive listeningTime managementInstruction skillsWritten communicationOral communicationProblem anticipation

Required

Knowledge of computers and electronics in order to understand how to diagnose and assess software solutions

Knowledge of customer service in order to best serve clients with a primary objective of ensuring high client satisfaction

Skill in active listening in order to accurately diagnose client issues

Skill in time management in order to effectively manage more than one ongoing project

Skill in instructing in order to teach others how to do things

Ability to communicate effectively through oral, written, and typed mediums

Ability to reason deductively by applying general rules to specific problems to produce answers that make sense

Ability to speak clearly and to understand speech in order to assist clients over the phone

Ability to tell when something is wrong or likely to go wrong in order to anticipate problems

Must have a minimum of 50Mbps internet download speed to effectively run SIS Systems

Will be required to work in the Alpharetta office every Tuesday and Thursday and 1 (one) additional day assigned by SIS for a total of 3 days in the office each week