This role provides exceptional customer support for our web and mobile application users. Responsibilities include resolving customer inquiries, troubleshooting issues, maintaining product knowledge, and adhering to performance metrics. Requires strong communication, problem-solving, and technical skills. Experience in customer service is essential. Position involves a Monday-Friday shift with after-hours and weekend on-call rotation.
Key Responsibilities:
- Customer Service
- Respond to customer inquiries via phone, email, SMS, or chat. Provide solutions and support for product-related questions and issues with a strong focus on delivering an exceptional customer experience.
- Issue Resolution
- Troubleshoot and resolve application problems with our web and mobile-based platform.
- Documentation
- Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates.
- Product Knowledge
- Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers.
- Shift and On Call Rotation
- We are currently looking to fill the 10am-7pm ET shift, Monday-Friday. All analysts are required to participate in after-hours on-call shift rotation, which typically involves 4-5 shifts per month. This may include weekend and holiday coverage. Weekday on-call shifts are from 8 PM to 7 AM, followed by an 11 AM to 8 PM shift the next day. Weekend shifts are from 8 PM to 8 PM.
- Customer Satisfaction and Metric Goals
- Work performance is measured using qualitative and quantitative KPIs and targets.
- Communication Skills
- Strong verbal and written communication skills, with the ability to explain technical information clearly
- Friendly and helpful demeanor
- Problem-Solving
- Troubleshooting skills and the ability to handle common customer issues
- Customer Service
- Previous experience in a customer service role is required
- Team Player
- Ability to work collaboratively with other team members and departments
- Technical Aptitude
- Comfortable with computer, mobile, and internet technology
- Connectivity
- Highspeed internet is required
- Wired internet connection is recommended
- Cellular Data
- Hotspot is required as a backup to primary internet (provided)
- Will need to use cell phone as means of connectivity during after-hours on call
- Highspeed internet is required
- Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Associate's degree in Information Technology with relevant work experience.
- High school diploma or equivalent with relevant IT certifications (e.g., A+, CompTIA Network+).
- Experience:
- Prior IT help desk internships or IT help desk experience required.
- Familiarity with basic IT concepts and troubleshooting techniques
- Strong problem-solving and communication skills
- Strong customer service skills
- Ability to learn new technologies quickly
- Experience with healthcare IT systems is a plus
Top Skills
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
