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.