We are looking for an energetic Client Support Analyst 1 to join our growing team! The ideal candidate will have a strong customer service background, a strong desire to learn Catalyst Healthcare’s software products, and have an ability to investigate, understand, and explain technical aspects of software to technical and non-technical individuals.
Handle basic inbound/outbound support issues via emails and phone calls.
Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
Investigate and answer basic questions, applying knowledge of applications and system requirements.
Determine whether problem is caused by a software defect or improper workstation system requirements.
Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion.
Triage technical and higher-level issues to the appropriate level of support.
Communicate across teams to ensure client needs are met.
Actively help to identify and develop initiatives to improve overall operating procedures and outcomes for the department.
Become an expert Catalyst user and stay on top of all new feature releases.
May write or revise internal knowledge “how to” articles and procedures
Query client data bases.
Performs other duties as assigned.
Post-Secondary Degree or Diploma or an acceptable combination of education and relevant experience required.
Strong evidence of time management skills required, including ability to prioritize many competing projects on a tight deadline.
Able to quickly analyze issues and determine best course of action using available resources.
Able to effectively communicate both verbally and in writing in English.
Ability to explain technical concepts and theories to non-technical audiences.
Genuinely committed to delivering best in class customer/ technical support.