What are the responsibilities and job description for the Customer Support Analyst position at Proficient Health?
Customer Support Analyst
Job Description
The Customer Support Analyst will provide support to Proficient customers to obtain resolution for technical and product issues. Responsibilities include answering the customer support phone line, responding to customer support emails, obtaining and documenting specific incident details, responding to customer requests, and coordinating resolution of questions and issues within required SLAs.
Essential Functions
Develop and maintain a working knowledge of Proficient software and products.
Provide and maintain primary support to customers on issues relating to Proficient products and solutions.
Answer and respond to telephone and email requests and issues from customers.
Document and drive resolution of customer support issues, collaborating with Development, Product Management and Account Management, to meet individual customer needs.
Proactively monitor and update customers regarding issues and questions.
Assist with tasks for customer implementations.
Participate in rotation for after-hour customer support.
Qualifications
Polished phone presence with excellent verbal and written communication skills.
Ability to manage challenging customer interactions while maintaining a professional demeanor.
Highly organized, excellent problem-solving skills, detail-oriented and self-directed.
Demonstrated ability to work successfully in a customer-facing role.
An ability to thrive in a fast-paced environment with minimal supervision.
1-2 years of prior experience in a customer support role (desired).
Google Suite or Microsoft Office proficiency
Associate’s degree and/or equivalent experience preferred.
Experience working in a healthcare setting is a plus.
Working Conditions
Remote with a few designated days in the Greensboro, NC office each month.