Mediware Customer Care Analyst in Essex Junction, Vermont
Are you interested in changing the world of healthcare and human services? Do you want to work with innovative web and mobile software applications with great impact on society? Do you want to be amazed, inspired and proud of your job every day? Come and show us what you’re made of.
Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives. We have 600+ employees across the US, UK and Netherlands. Mediware’s portfolio of solutions currently includes long-term services and supports, behavioral health, blood solutions, cellular therapy, home care, medication management, rehabilitation and respiratory therapy.
In this role, theCustomer Care Analyst will be responsible for ensuring Mediware’s customers receive the care, training, and software support they need to effectively utilize a wide-range of software products. The Customer Care Analyst uses advanced product knowledge toinvestigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customer’s satisfaction. Additionally, the Customer Care Analyst will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. This role is accountable for providing outstanding customer service and successful resolution of all customer requests.
You will be in communication with clients for troubleshooting Mediware solutions and the systems supporting them. You will use advanced product knowledge to independently investigate and resolve complex software and hardware problems of the customer per established performance criteria and effectively train the customer to maximize the use of their system.
Principal Functions of the Job:
Perform comprehensive troubleshooting on customer software issues including data collection, issue recreation, reviewing documentation or asking internal subject matter experts
Enter comprehensive documentation for every customer interaction within the company ticketing system
Answer incoming calls accurately, efficiently, and within service levels
Educate the customers on features, benefits, and use of all company products and services
Perform additional duties such as special projects, customer outreach campaigns, participate in customer user groups, etc. as assigned
Keep management informed of problems/concerns that could potentially diminish service effectiveness
Excellent attendance is critical to the success of supporting our products and overall business
Use active listening, probing, play-back, and style-matching skills to evaluate the customer’s needs
Focus on providing the customer continuous status updates throughout the remediation process
Ensure quality service through accuracy and the commitment to first-contact resolution
Represent Mediware in a professional and positive manner at all times
Demonstrate courtesy and patience in customer relations
*Job Qualifications: *
A minimum of 3 years of experience in a customer support role or call center position, handling inbound telephone calls and direct customer interaction. Preferably for a software company or in an IT support role
Strong technical aptitude with preference given to those with strong Microsoft Windows and SQL Server Database skills
Experience with NetSuite a plus
Excellent verbal and written communication skills including grammar and voice quality
Customer service knowledge with problem resolution skills
Accuracy and attention to detail required
Ability to work under pressure accomplishing multiple tasks simultaneously
Ability to work independently and as a team player
Positive attitude, enthusiasm, professionalism and a high level of integrity and ethics.
Excellent troubleshooting, listening and problem-solving skills
Able to work in a fast paced deadline oriented environment
Work well in a team environment
Must be able to work a flexible work schedule, with some holidays and overtime required
We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!
*Mediware provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. *
Job Title: Customer Care Analyst
Location: Essex Junction, VT
Full/Part Time: Full
Department: Client Services