Customer Success Analyst focusing on revenue expansion strategies at iugu. Responsible for account management and risk mitigation in a B2B environment.
About the role
- Client Support Specialist in healthcare technology providing support through various channels. Involves diagnosing issues and ensuring effective communication with stakeholders.
Responsibilities
- Serve as point of contact for participants through emails, support tickets, and calls regarding questions about HIE support.
- Diagnose and resolve non-technical and technical issues.
- Manage user in the appropriate environment.
- Troubleshoot and resolve data and platform issues.
- Triage incoming service requests and escalate as needed.
- Maintain effective working relationships with internal stakeholders and external participants.
- Document outcomes of support in the ticketing system.
- Manage patient consent status in appropriate platform.
- Process Request for Information (ROIs) submitted by patients.
- Respond to support requests via email, ticketing system, or phone within SLA guidelines.
- Follow standard help desk procedures.
- Monitor call queue, call backlog, and open calls.
- Monitor logs, systems and/or accounts.
- Stay current with system information, changes, and updates.
- Provide after-hours support in on-call rotation.
- Provide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.
- Works with vendor support contacts to resolve technical issues.
- Works collaboratively with IT and BAM team to ensure business applications systems are used in accordance with approved Contexture role-based access control policy.
- Performs other related duties as assigned.
Requirements
- Minimum of 2+ years’ experience in operational support of health information technologies, customer service, and healthcare required.
- High school diploma or GED required.
- Bachelor's Degree in information technology, computer science, or business administration or related field preferred.
- Working knowledge of helpdesk processes and procedures.
- Working knowledge of basic computing hardware including laptop and desktop computers.
- Working knowledge of Microsoft Windows and Microsoft Office / Microsoft 365.
- Analytical and organizational skills.
- Excellent written and oral communication skills.
- Attention to detail.
- Ability to build and maintain respectful, professional, and productive relationships with both internal and external stakeholders.
- Manage competing priorities in a complex and dynamic environment.
- Knowledge of service ticketing practices and procedures.
- Knowledge and experience of customer service practices.
- Position requires the ability to listen and follow oral and written instructions.
- Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.
- Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.
- Understanding of how Okta or other Multi-factor authentication tools operate.
- Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).
- Knowledge of Microsoft Teams.
Benefits
- The organization provides a comprehensive benefits package. For details, please request a Benefit Summary from Human Resources.
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