Client Support Analyst 2

Apply Description We are looking for an energetic Client Support Analyst 2 to join our growing team! The ideal candidate will have a strong customer service background, a strong desire to learn Custom Health’s products, and have an ability to investigate, understand, and explain technical aspects of software to technical and non-technical individuals. Job Duties Handle basic software, hardware, and product functionality support issues via e-mail and phone. Provide exceptional support by listening, understanding the issue, and problem-solving with customers. Participates in the After-Hours on call rotation. Investigate and answer basic questions, applying knowledge of applications and system requirements. Be knowledgeable on our departmental SLA’s, escalation, and service processes. Handles escalated issues from the CSA 1 support tier and triage escalated technical and software issues to the CSA 3 support tier. Determine whether problem is caused by a software defect or improper workstation system requirements. May provide alternate approaches to existing software and hardware when standardized approaches cannot be applied. Maintain good product knowledge and stay on top of all new future releases. Query client data bases and decipher error logs. Liaise with applicable partners and third-party companies to troubleshoot and resolve basic functionality and performance issues between integrated products. Perform standard troubleshooting and reference knowledge base articles to resolve client issues. May specialize by type of software, computer language, or computer operating system. Ad hoc departmental reporting and performs other duties as assigned. Requirements Post-Secondary Degree or Diploma or an acceptable combination of education and relevant experience required. Computer Science, Programming or tech exp is highly preferred. Strong evidence of time management skills required, including ability to prioritize many competing projects on a tight deadline. Genuinely committed to delivering best in class customer/ technical support. Able to effectively communicate both verbally and in writing in English. Able to quickly analyze issues and determine best course of action using available resources. Able to effectively communicate both verbally and in writing. Ability to explain technical concepts and theories to non-technical audiences. This position is full-time, 40 hours per week.