Role Summary
Reporting to the Director of Client Operations, and working proactively across the organization, the Software Support Analyst plays a critical and integral role in driving customer satisfaction and delivering our brand promise of simplifying healthcare for everyone. With exceptional listening skills, solid technical and product awareness and the ability to interact with customers with confidence and empathy, the Analyst manages, tracks and successfully resolves incoming queries. Using the telephone, email and remote connection to customer systems, a Support Analyst independently detects, investigates and troubleshoots software and technical support issues to each customer’s satisfaction making the customer experience pleasant and effortless.
Responsibilities
- Client Engagement & Implementation.
- Engage with customers and implementation managers when called upon to
support product implementation and deployment activities.
- Customer/technical support.
- Become an expert user of Healthfully software.
- Handle customer software/technical support calls with a first-contact resolution
goal of 80%. - Track the progress of your customer cases within the organization.
- Use your software quality assurance and documentation skills to identify
common support issues and trends and be part of the solution. - Report and manage issue tracking status.
- Liaise with Development Teams to help resolve software support issues.
Skills and Attributes
- Communication Skills.
- English verbal and written communication skills.
- Effective listening, probing and data-distillation skills to capture customer needs
and requirements and accurately relay information. - A caring, empathetic ear and well-developed probing and analytical problem-
solving capabilities. - Great organization and administration skills to prioritize and accurately record all
customer-related issues.
- Technical.
- Advanced software, hardware, and computer system concepts knowledge along
with troubleshooting skills usually developed through 2 years’ experience in a
help-desk environment. - Proficiency with Microsoft Windows Operating systems, Microsoft Office
Applications. - Proficiency with Jira ticketing and support tools desirable.
- Familiarity with general business and financial principles.
- Industry.
- Familiarity with general business and financial principles.
- Experience working in a healthcare environment would be an asset.
- Contributing to Team Success.
- Actively participates as a member of a team to help the team complete its goals.
- Initiative.
- Takes prompt action to accomplish goals; taking action to achieve goals beyond
what is required; being proactive.
Education
- Degree or diploma in a technology field.
Experience
- Customer software/technical support call experience.
- Analytical and troubleshooting skills usually developed through 2 years’ experience in a help-desk environment.
How to apply for this position
Please send your resume and a cover letter summarizing why you are the right person for the job:mark.boudreau@healthfully.io
