Customer Support Analyst II - Automation (Healthcare)

TL;DR

Customer Support Analyst II (Healthcare): Providing support to hirify.global's customers, addressing their needs and resolving their problems related to systems, products, and general information with an accent on collaborative troubleshooting and problem solving. Focus on using technical expertise, logical diagnostic skills, and customer relationship management systems to provide timely resolutions.

Location: Office Location or Remote - USA

Salary: Estimated hourly compensation: $21.63 - $26.92

Company

hirify.global enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

What you will do

• Act as a primary point of contact for customers, addressing inquiries via telephone, email, and the hirify.global Community Web Portal.
• Collaborate with team members and departments to develop effective and timely solutions for customers.
• Utilize Salesforce to record and research customer information and document customer questions, problems, and solutions.
• Contribute to the Customer Support Knowledge Base by providing symptom and resolution information about new and known issues.
• Understand the roles and skillsets of peers and extended departments to effectively escalate unresolved issues.
• Provide assistance and mentorship to CSA-I analysts as needed.

Requirements

• Excellent communication skills (verbal, written, and electronic).
• Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products.
• Good organizational skills and the ability to work within deadlines while speaking with customers.
• Exceptional customer service skills and positive customer focus.
• Good understanding of Information System components, including database, User Interface, and inter-application communication and processing logic.
• Must be flexible to work 8 hours shifts within normal Customer Care Center hours, which is from 5:00 a.m. to 6:00 p.m. Mountain Time Zone, Monday through Friday. Must be able to share, in rotation, on-call weekend and holiday customer support.
• Able/willing to travel up to 20% annually.

Nice to have

• Healthcare or Supply Chain experience
• Personal drive to succeed

Culture & Benefits

• Health, vision, and dental insurance.
• Accident and life insurance.
• 401k matching.
• Paid-time off.
• Education reimbursement.