What are the responsibilities and job description for the Customer Support Analyst I position at Harris Computer?
MEDHOST is seeking a Customer Support Analyst to provide application support to customers. This role involves answering complex questions about our products, investigating issues, and ensuring client satisfaction.
General Responsibilities
General Responsibilities
- Serve as the primary support liaison between MEDHOST and clients, responding to inquiries via phone or electronic tickets.
- Assess situations, review software configurations, and identify resolutions or escalate as needed.
- Document detailed information in the client tracking system and follow defined guidelines.
- Regularly review submitted items and follow up with clients to ensure resolution.
- Collaborate with team members, sharing knowledge through training sessions and peer interactions.
- Maintain current knowledge of applications and related technologies.
- Troubleshoot email technology issues.
- Present support webinars to staff and customers.
- Interpret requirements and recommend solutions that best address clients’ needs.
- Strong analytical, research, and problem-solving skills.
- Ability to multi-task and prioritize work effectively.
- Exceptional attention to detail and quick grasp of concepts.
- Sound understanding of API and web services technologies.
- Knowledge of engagement delivery and software troubleshooting techniques.
- Experience with presenting webinars.
- Familiarity with email technology troubleshooting.
- Perform other duties as assigned by management.
