Serving as the initial point of contact for technical inquiries and providing clear, understandable explanations to both technical and non-technical users.
A key aspect is maintaining a customer-focused mindset, listening to user needs, and ensuring a positive experience.
Diagnosing and resolving issues related to hardware, proprietary software, and network connectivity, via phone and email.
This includes guiding users through diagnostic processes and utilizing remote tools to fix problems.
Configuring and maintaining computer systems, software applications, and peripherals.
This involves managing internal and external user accounts, access permissions, and resetting passwords.
Interacting with Product Owners, Development Teams and Technical Account Managers to become proficient with both business purpose and customer workflows as well as the technical architecture of our applications.
Proactively develop and maintain technical knowledge of the technologies we support, staying informed with current trends and best practices.
Logging, managing, and prioritizing support requests and issues using QuickBase.
This also involves documenting solutions and resolutions to aid in tracking recurring issues and improving service quality.
Escalating complex or unresolved issues to a higher-level support team when necessary.
Providing basic training and guidance to users on how to use our commercial technologies.

2-4 years of experience, preferred
Associates degree in related field, or equivalent work experience, preferred
Windows OS (all versions) and Microsoft Office expert, preferred
Hardware and Networking proficiency, preferred
Experience with computer hardware such as tablets and printers
Understanding of DNS server and basic IP routing, preferred
General knowledge of EDI, preferred
Experience with healthcare or pharmacy workflows
Experience with EMR / EHR, pharmacy management software, and/or healthcare billing software, preferred
Demonstrate strong analytical and project management skills
Strong collaboration, multi-tasking, and organization skills
Strong oral and written English communication skills
Demonstrate thorough knowledge of the industry and trends

Customer Success Analyst – Contractor Conversion

Key skills