Customer Support Associate -Technical

 JOB TITLE: Customer Support Associate (Technical)

REPORTS TO:  AVP Customer Support 

DEPARTMENT: Customer Experience                                                                  

HOURS: 40 Hours

FLSA STATUS: Exempt

POSITION SUMMARY:

The Customer Support Associate is responsible for Tier 1 Customer Support activities, including; user provisioning, end-user password and account issues, portal access issues, escalating tickets, and documenting information about other requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain a broad understanding of the Healthix customer base on the end user and parent facility levels.
• Develop and maintain a solid working knowledge of the policy constraints that are relevant to health information exchange, and report items to the compliance department for follow-up when necessary.
• Develop and maintain a strong working knowledge of our technical platform and the functionality available.
• Develop a strong understanding of the workflows implemented at specific participants.
• Answer inbound telephone and email-generated support requests.
• Work collaboratively with the engineering team to escalate support issues as needed.
• Document support requests in Salesforce and/or Jira.
• Assist with new user provisioning, user account deactivation requests

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience.
• Familiarity with CRM and support ticketing systems like Salesforce and Jira.
• IT support experience is strongly preferred. Experience in Healthcare data systems is a plus.
• Experience with data-driven software, including SQL or Intersystems Healthshare a plus.

• Ability to work well with end users and customers, both highly technical and highly untechnical.
• Working with clinical and technical stakeholders will require excellent written and verbal communication skills.
• Answer phone calls and respond to email-generated tickets from end users, vendors, and participant IT support.
• Ability to become familiar with the wide range of participants, connection types, and services provided to Healthix customers in order to respond to incoming support requests successfully.
• Ability to independently handle user access issues, including password issues, web browser configuration, or local IT support issues.
• Ability to triage issues that will need further investigation and follow-up.
• Ability to inquire and capture sufficient information from support requests to document issues and prepare other technical staff for follow-up.
• Ability to provision user accounts properly with specific role-based access and provide some data reporting on user-related items.
• A high degree of initiative, dependability, and ability to multitask.