Tier 1 Customer Support Analyst

Tier 1 Customer Support Analyst

Overview
Provide top-notch support to users of our web and mobile applications.

Handle customer questions, troubleshoot issues, stay updated on product features, and meet performance goals.

Strong communication, problem-solving, and technical skills are essential.

Responsibilities


* Address customer inquiries via phone, email, SMS, chat, and tickets.


* Troubleshoot and resolve issues on our web and mobile platforms, especially those related to healthcare software.


* Assist clients with questions about revenue reconciliation processes within the software.


* Evaluate situations, review software settings, and find solutions or escalate complex problems.


* Understand customer needs and suggest appropriate solutions.


* Document all customer interactions in the tracking system (e.g., Salesforce) with accurate and timely updates.


* Follow guidelines for recording information and follow up to ensure issue resolution.


* Stay informed about our application platforms (Web, Mobile, Integrations), related technologies, and troubleshooting methods.


* Develop a solid understanding of API and web services technologies.


* Collaborate with team members and other departments.


* Share knowledge through training sessions and peer interactions.


* Participate in after-hours and weekend on-call rotations.

Requirements


* Bachelor's degree in Healthcare Informatics, Health Information Management, or Information Technology; OR


* Associate's degree in Information Systems with relevant experience; OR


* High school diploma or equivalent with relevant application support experience.


* Experience or internship in technical customer service, application support, or IT help desk is a plus.


* Experience with healthcare software is highly desirable.


* Familiarity with revenue reconciliation concepts is an advantage.


* Strong verbal and written communication skills to explain technical information clearly.


* Strong analytical, research, and problem-solving skills.


* Ability to multitask, prioritize effectively, and handle common customer issues.


* Exceptional attention to detail and quick learning ability.


* Comfortable with computer, mobile, and internet technology.


* Friendly, helpful demeanor and strong customer service skills.

What We Offer


* 3 weeks' vacation and 5 personal days.


* Comprehensive medical, dental, and vision benefits starting from your first day.


* Employee stock ownership and RRSP/401k matching programs.


* Lifestyle rewards.


* Remote work and more (Note: This role is not remote or telecommute).

About Us
Ingenious Med is a leading provider of healthcare IT solutions, empowering physicians and healthcare organizations to deliver high-quality patient care.

Our innovative products and services help streamline clinical and financial workflows, improve patient outcomes, and reduce costs.