Careers

Job Description

Humedica is looking for a Customer Support Analyst to provide the necessary technical support to our customers, answering complex questions on function and usage of our SAAS applications via the telephone, Internet, and/or email. This person will play an important role in driving support delivery excellence and will work closely with our engineering, QA, operations, product management and sales teams to facilitate outstanding support and service performance. The individual will serve as primary support liaison between company and customer, assist in the development and delivery of technical training content to customers, convey customer feedback to product management and development staff possess excellent knowledge of company's products used by customers operate under general supervision, and assist in performing on-site client work when necessary.

Duties & Responsibilities

• Successfully define and implement standard support metrics to ensure consistency, accuracy and customer satisfaction exceeds expectations.
• Effectively prioritize and escalate customer issues and help rapidly resolve them.
• Proactively keep customers informed of how and when problems are being resolved, drive any additional follow up, assist in testing and troubleshooting and promote/maintain a high quality, professional, service-oriented company image among users.
• Work effectively with cross-functional stakeholders to ensure consideration is given to high impact support trends and customer usage feedback on the products.
• Participate in the product release cycle to ensure that support readiness requirements are met for new products and that the you are well trained and informed on the company’s products and services.
• Implement efficiencies and process improvements; including innovative methods of delivering online and self-service support.
• Assist in the planning, development and implementation of technical product training programs typically for customers, partners and internal stakeholders.

Required Experience & Skills

• 5+ years of experience providing technical support in a customer-facing environment or a similar technical job function with a strong, relevant troubleshooting background.
• Bachelor's degree in computer science or other related field OR equivalent combination of education, experience and training.
• Demonstrated track record of delivering industry-leading support to large scale, enterprise businesses.
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
• Must have demonstrated ability to negotiate, make difficult decisions and manage change.
• Must be a team player with high integrity, enthusiasm, sense of urgency, and be highly self-motivated

Additional Desirable Experience & Skills

• Working knowledge of hospital and physician practice operations.
• SAAS experience is a significant plus.
• General Oracle, SQL and basic scripting knowledge.

Compensation includes industry-leading salaries, performance incentives, stock options, and full benefits.

Apply Now by submitting your resume and cover letter.