Client Support Analyst

Summary

The Client Support Analyst 1 will provide exceptional support to Custom Health's clients, requiring a strong customer service background, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software. This is a remote call center position with exciting prospects for career advancement and development.

Requirements

• A post-secondary degree, diploma, or an acceptable combination of education and relevant experience is required
• Strong evidence of time management skills, including the ability to prioritize multiple customer issues on tight deadlines
• Ability to quickly analyze problems and determine the best course of action using available resources
• Excellent verbal and written communication skills
• Ability to explain technical concepts and theories effectively to non-technical audiences
• Genuine commitment to delivering best-in-class customer and technical support
• Valid Passport: A valid passport is required for this role as it may involve international travel
• Willingness to Travel: The successful candidate should be willing and able to travel as needed, both domestically and internationally

Responsibilities

• Provide basic inbound/outbound support and address product functionality issues via emails and phone calls as required
• Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem-solving solutions
• Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements
• Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases
• Escalate technical and higher-level issues to the appropriate level of support when necessary
• Collaborate with various teams to ensure client needs are met efficiently and effectively
• Troubleshoot hardware and software issues across a diverse patient demographic
• Become an expert user of Custom Health's software and stay up to date with all new feature releases
• Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied