Product Support Analyst (Entry Level)
Employment Type: Full-Time
Industry: Customer Service/Call Center
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The Product Support Rep (Entry Level) is responsible for assisting customers with the resolution of product questions related to Change Healthcare products. Responsible for responding to product application support questions from customers regarding the companys software. Analyzes problems with software applications to identify the problem area(s) and recommend corrective action. Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems. Activities include ownership of requests, research, analysis, troubleshooting and customer communication necessary to deliver an appropriate resolution to customer inquiries. The position requires extensive interaction with customers including insurance organizations, hospitals, physicians and nurses for the purpose of providing product usage or technical solutions. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
Customer Service: Receive, respond and log customer requests in accordance with department and company standards and procedures; Communicate critical customer status and issues to Customer Manager, Account Executive, and Support Manager as a given situation warrants and offers recommendations for resolution and implementation; Maintain strong customer relationships and manage customer expectations
Case Management and Communication: Effectively manage all cases with attention to the documented service levels. Document progress, and resolution of customer requests in issue tracking system in accordance to department and company standards and procedures; Monitor trends in customer support issues and escalate to management as appropriate; Adhere to escalation procedure and timeframes.
Troubleshooting and Problem Solving: Provide customers with application functional assistance within assigned product area of expertise; Coordinate problem resolution with other McKesson departments and drive to positive outcomes; Identify improvements in process and technology; Effectively research and troubleshoot product functional issues.
Team Participation/Representation: Participate in department and cross-functional internal project teams; Complete deliverables on time with high quality; Ensure clear and timely communication on project status to other team members; Coordinate completion of updates to support processes and documentation that are a result of project team activity; Provide constructive feedback for the Lessons Learned as issues arise.
Knowledge Management: Identify, document and publish knowledge for internal and customer consumption. Participate in the technical knowledge review process; ensuring the quality of published content.
2+ years in Product Application Support or Product implementation a plus
Critical Skills -
Positive, proactive, customer service attitude
Proven analytic ability and problem-solving skills.
Excellent verbal and written communication skills
Excellent listening skills
Excellent time management skills
Excellent organizational skills
Experience with Issue Management Systems
Ability to work on multiple tasks simultaneously and meet deadlines while providing quality results
Specialized Knowledge/Skills Experience with relational databases and querying tools (including PL/SQL) is a plus
Experience supporting web applications including knowledge of application servers is a plus
Preferred Qualifications -
Knowledge of HealthCare and IT industries. For example, industry history, key customers, competition, and regulatory environment.
Knowledge of the interrelationship of Information Technology and Healthcare industries
Knowledge of the Payer/Provider environment
Understand HIPPA compliance regulations
Bachelors Degree or equivalent experience
Environment: In a cubicle office environment.
Physical Requirements: General Office Demands, Must have the ability to use a computer and talk clearly on the phone.
Work Hours: Support business hours are Monday through Friday 8:00am to 6:00pm ET excluding Change Healthcare holidays. Staff work hours are defined within that timeframe (or as otherwise defined by
Support schedule). Participation in after-hours on-call support coverage schedule.
Travel: Less than 10%.
This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
- provided by Dice
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst
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