Technical Support Analyst - Tier 1

Client Services Minneapolis, Minnesota


Description

Essential Duties & Responsibilities:

  • Provide exceptional customer support to all Provation customers
    • Maintain professional friendly approach with customers
    • Listen to customer’s needs and take appropriate measures to assist them
  • Actively assist with Provation’s customer call center
    • Field customer interactions via phone and email
    • Create and manage cases in Salesforce.com
    • Thorough documentation is required
    • Ensure Service Level Agreements are being met
  • Own the customer experience by providing technical assistance, quality product and technical solutions to customers
  • Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met
  • Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending
  • Provide remote technical and application support to a wide variety of healthcare professionals
  • Share knowledge through internal knowledge base articles
  • Actively participate in a rotating 24/7 on-call pager support
  • Foster teamwork and collaboration across all teams
  • Maintain a professional demeanor under pressure
  • Own assigned customer requests
  • Other duties and projects as assigned

Job Requirements:

Education & Experience

  • Two-year or four-year college degree or equivalent work experience
  • 2+ years of working knowledge for:
    • Computer operating systems
    • Software troubleshooting techniques
  • 2+ years of previous customer support experience is preferred
  • Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus
  • Experience in the healthcare industry is a plus

 

Other Knowledge, Skills, Abilities or Certifications:

  • Strong technical aptitude
  • Experience in Salesforce or another customer relationship management system (CRM) is a plus
  • Participation in knowledge share through established knowledge management system (KMS) is a plus
  • Must be able to work independently while actively supporting a strong team environment
  • Excellent interpersonal skills
  • Excellent written and oral communications skills
  • Energized by the challenge of identifying new opportunities
  • Experience working within premise-based product model is a plus