Support Analyst - Level 1

Job Description: Support Analyst - Level 1

As a Level 1 Support Analyst, you will be at the forefront of ensuring our clients receive exceptional support and assistance. Your primary responsibility will be to address client inquiries, resolve issues, and provide guidance on our technology products and services. You will play a crucial role in maintaining high levels of customer satisfaction and loyalty by delivering timely and effective solutions to our clients' needs.

Responsibilities:

Client Support and Issue Resolution:

Serve as the first point of contact for client inquiries, providing timely and accurate responses via phone, email, or chat.

Assist clients with product usage, troubleshooting technical issues, and navigating our technology platforms.

Investigate and resolve client complaints or concerns, escalating complex issues to higher levels of support as needed.

Document all client interactions and resolutions in our CRM system, ensuring accurate and thorough record-keeping.

Product Knowledge and Training:

Develop a deep understanding of our technology products and services, staying informed about updates, features, and enhancements.

Conduct product demonstrations and training sessions for clients, helping them maximize the value of our solutions.

Create and maintain support documentation, tutorials, and FAQs to empower clients to self-serve and resolve common issues independently.

Customer Relationship Management:

Build rapport and establish positive relationships with clients, demonstrating empathy, professionalism, and a customer-centric mindset.

Proactively reach out to clients to gather feedback, address concerns, and ensure ongoing satisfaction with our products and services.

Collaborate with internal teams, including sales, product development, and account management, to advocate for clients' needs and priorities.

Performance Monitoring and Reporting:

Monitor key performance metrics related to client support and satisfaction, identifying trends and areas for improvement.

Generate regular reports and dashboards to track service level agreements (SLAs), response times, and client feedback.

Provide insights and recommendations to management for enhancing the customer service experience and driving continuous improvement.

Qualifications:

High school diploma or equivalent; bachelor's degree preferred.

Proven experience in customer service or technical support roles, preferably within the technology industry.

Prior customer service experience in a healthcare setting

Preferred knowledge of healthcare workflows

Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.

Willing to work full- time from office as this is not a remote position

Strong problem-solving abilities, with a proactive and resourceful approach to issue resolution.

Empathetic and patient demeanor, with a genuine desire to help and support clients.

Familiarity with CRM systems and support ticketing platforms.

Ability to multitask and prioritize workload in a fast-paced environment.

Willingness to learn and adapt to new technologies and processes.

Join our team and be part of a dynamic and collaborative environment where you'll have the opportunity to make a meaningful impact on our clients' success.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you familiar with ticketing system?

Experience:

• Healthcare knowledge: 1 year (Required)
• Prior Healthcare customer services or help desk: 1 year (Required)
• Basic technical knowledge: 1 year (Required)

Location:

• Tampa, FL 33625 (Required)

Work Location: In person