Technical Customer Support Analyst I - Hunt Valley, MD

Technical Customer Support Analyst I - Hunt Valley, MD

ABOUT THE OPPORTUNITY

CareCentric is the only provider of total solutions for the home health industry—from industry-leading software to comprehensive business services. With more than 35 years of technology expertise and domain knowledge, CareCentric provides solutions for home health, private duty, hospice, home medical equipment, home pharmacy, long-term care and assisted living providers—allowing its customers to focus on patient care and business growth.

We are headquartered in Atlanta, GA with 8 offices nationwide. At CareCentric, we believe a high level of quality and service is achieved one way - by bringing together qualified, motivated and resourceful people. Our employees lead the industry in experience and knowledge and we are committed to maintaining that standard each time we seek to grow our team. If you want to join a successful company that cares about its’ employees, CareCentric is the place for you.

 

SUMMARY

This position provides initial support for customer inquiries received via telephone and email. This employee assesses the nature of the customer’s problem, resolves the issue or quickly moves customer to appropriate customer support analyst.  This position provides the highest level of customer support in an expeditious manner, creating and maintaining customer satisfaction and loyalty.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·  Provide front-line and back-line support during published hours of operation in accordance with the scheduling and staffing requirements defined for that business location.

·  Process of receiving and resolving customer issues is conducted within the established goals and timelines for this position. 

·  Front-line support responsibilities require analyst to determine nature of problem, prioritize call and determine time necessary to resolve the issue. Back line support requires analyst to resolve customer issues by conducting research, utilizing knowledge documents and customer support consultant expertise.

·  Analyst determines the need to escalate calls to higher level analysts as necessary.

·  Provide telephone training to customers on the functionality of the Wide Area Network environment. 

·  Assist other customer support analysts when necessary.

·  Participate in required training on new products, product enhancement, various operating systems, networks, and support tools.

·  Assist in the creation and maintenance of knowledge documents.

·  Participate in Q/A testing rotation as necessary.

·  Will provide on-call support on a rotating basis.

·  Perform other duties as assigned.

 

QUALIFICATIONS:

Required

o 1-2 years’ of experience supporting Windows 2000 and XP, Windows Server 2000 and 2003 (including Active Directory), and Microsoft Applications.

o 1-2 years’ experience with LANs and WANs, including Terminal Services and network printing.

o Associate degree in related field or a high school diploma and 3-4 year’s experience in above noted areas.

o PC skills including experience using MS Office and typing/data entry.

o Present a positive image that reflects well on the organization.

o Must be detailed oriented while handing multiple concurrent tasks with minimal supervision.

o Excellent work ethic and commitment to job responsibilities.

o Strive to improve skills and achieve goals despite setbacks, obstacles. 

o Bring energy, enthusiasm, and a positive attitude to the job. 

o Top-notch interpersonal skills and the ability to interact with all levels of employees, customers, and vendors professionally.

o Must be a self-starter, with ability to work well as part of a team and independently.

Preferred

o Experience in the Long Term Healthcare industry.

 

WHAT YOU CAN EXPECT FROM US

We recognize that our people are our most valuable asset. We offer a competitive salary, as well as a benefits package that includes matching 401k, medical/dental/vision/life insurance, disability benefits, voluntary benefit packages, confidential employee assistance programs, pre-tax accounts for health and dependent care, paid time off, business casual dress, flexible hours, paid company holidays, and tuition reimbursement.
*CareCentric is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. CareCentric is a drug-free workplace.
All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.