Customer Support Specialist BA Background
Customer Support Specialist BA Background
Posted on :
23-11-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
- Handle functional support inquiries and provide solutions to meet customer needs.
- Act as the primary contact for functional escalations providing insights and solutions to customers.
- Communicate effectively with customers including strong executives presence deescalation and relationship management.
- Communicate with customers to understand their needs by asking probing questions and explaining product value along with offerings the customer may not currently be using.
- Ensure the timely and successful delivery of solutions according to customer needs and objectives with exceptional customer service.
- Support customers with document or workflow update requests; partner internally to ensure completion per scope of work.
- Walk customers through troubleshooting and ensure customers maximize system functionality.
- Facilitate customer calls as needed as part of the resolution efforts and to understand or explain complex issues.
- Responsible for system issue intake creating Jira ticket and followup and follow through on tickets; update the customer throughout the process.
- Expertly resolve complaints; prevent escalations and prevent additional issues by improving processes while properly maintaining and updating customer information sources.
- Collaborates with various internal departments to ensure fulfillment of customer requests; own and drive the process.
- Conduct user training sessions and ensure customers are utilizing the platform effectively.
- Supports internal User Acceptance Testing (UAT) Efforts
- Responsible for Knowledge Hub maintenance
- Track and monitor customer KPIs per account
Requirements
Experience and Education
- Bachelor s degree in Business Healthcare or a related field along with Masters in Healthcare Administration.
- 3 years of experience in a customer support or business analyst role within US healthcare technology.
- Strong functional analysis skills with experience in requirements gathering and problemsolving.
- Comfortable using collaboration tools such as Teams Atlassian (Confluence & Jira) Wrike Loop Power BI etc.
- Proficient in MS Office applications (e.g. Outlook Word Excel PowerPoint)
- Excellent verbal and written communication skills to interact with customers and internal teams.
- Ability to work effectively both independently and as part of a team.
- Experience in leading smaller projects coordinating across multiple departments of an organization and driving for results.
- Knowledge of file management transcription and other administrative procedures
- Highly organized focused and results driven to meet both deadlines and expectations.
Ability to work in US hours to support customers in the US time zone
Problem-solving skills to help resolve customer complaints or requests within contractual SLAs. Experience delivering customer-focused solutions to meet customer needs. Effective verbal and written communication skills to communicate product ideas/solutions to customers. Strong customer service and interpersonal skills for dealing with different types of customers. Excellent analytical and problem-solving abilities Strong organizational skills and attention to detail
Education
Education: Bachelor s or Master s degree in Computer Science, Software Engineering, or a related field.
Employment Type
Full Time
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
