Client Support Agent

Location: Houston, TX

Type: Full Time

Min. Experience: Mid Level

 

JOB SUMMARY:

The Client Support agent will focus on working client specific questions, concerns and issues. These include product functionality, client business processes and general client matters.

RESPONSIBILITIES:

  • Receiving and responding to support calls and e-mail, logging support cases using Zendesk ticketing system, populating the knowledge base and owning the resolution of client issues from start to finish.
  • Triage extended support tickets
  • Providing first-line client support for:
  • Enterprise ChartAccess – EHR Software
  • Registration and Billing Software
  • Finance Software
  • Analyzing support cases to determine repeatable solutions that could influence product direction and/or self–service capabilities
  • Promoting use of Prognosis Innovation self–service support within the client
  • Coordinating and conducting trainings for clients on new functionality
  • Ensuring clients are proficient in using support services
  • Recommending improvements for current processes or possible workaround
  • Evaluating and testing new software releases on a quarterly basis or as needed
  • Participating in on-call rotation, when needed
  • Strong customer service skills
  • Maintaining a strong work ethic and being dependable
  • Communicating effectively and efficiently with clients – both verbally and in written format
  • Self–starter with capacity to work in a fast-paced and often changing environment
  • Ability to work closely with other Support staff in facilitating support for our customers
  • Ability to work with external vendors, when needed, in facilitating support for our customers

DESIRED CHARACTERISTICS:

  • Healthcare/Hospital/Departmental working experience
  • Healthcare Software vendor experience
  • Maintains a professional demeanor by demonstrating company values in all communications and interactions with clients and coworkers
  • Strong problem-solving abilities and attention to detail
  • Ability to multi-task and demonstrate effective time management skills
  • Ability to maintain focus and composure with frequent interruptions

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

  • Associate’s degree at minimum, bachelor’s degree preferred
  • Working knowledge of hospital operations
  • Previous experience with software ticketing systems
  • Previous experience with software development company

 

Job Specifics:

Full Time Hours Non-negotiable – 7:00 AM to 4:00 PM M-F

Salary range – 30,000 ~ 40,000

Must Be a US Citizen or Green Card Holder

Residents of Houston Area Need Only Apply

We offer competitive salaries, medical, dental, vision, life insurance, short and long term disability, PTO and 401k.

 

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.

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