Provide Level 1 and 2 customer service via phone and email for SHP Skilled Nursing web-based software and integrations.
Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up.
Manage support cases using the CRM system, ensuring detailed and professional documentation.
Utilize internal resources to advance skill development and consistency in client service standards.
Participate in and occasionally special projects or cross-functional initiatives as assigned by the Support Manager.
Contributing to a positive, energetic, and culture-perpetuating team.
Strictly adhering to HIPAA guidelines.

Minimum of 1 year of experience in customer support or related role.
Past experience in troubleshooting complex software, browser, and connectivity issues.
Strong ability to coach and guide SHP customers through product challenges.
Excellent verbal and written communication skills, with an emphasis on professionalism and clarity.
Ability to handle challenging customer situations with diplomacy and problem-solving focus.
Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari).
Experience using CRM or Help Desk systems (e.g., Dynamics, Salesforce, Zendesk, Freshdesk).
Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities.
Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred.

Customer Support Analyst

Key skills