Associate Client Support Analyst - Metroplex
Location: Nashville, Tennessee
Description: Corporate Main Campus is currently interviewing Associate Client Support Analyst - Metroplex right now, this job will be placed in Tennessee. More complete informations about this job opportunity kindly see the descriptions. Job Summary:
The Associate Support Analyst is primarily responsible for facilitating support within a Line of Business to all HCA, Lifepo! int, Capella, Parallon and non-affiliated hospitals and HCAâs corporate office, division offices or other entities. This client services role includes answering incoming phone calls and emails from clients from throughout the enterprise, answering inquiries and questions, gathering significant information, triaging issues, troubleshooting problems, providing information to clients, prioritizing issues based on potential impact, routing issues to appropriate resources, and follow up phone calls and emails to assure issues have been addressed satisfactorily. They will interact and collaborate with other support analysts within the enterprise and the client base to provide significant information about support issues, utilize appropriate resources to initiate effective resolution processes, enter information with meaningful content into ticketing system, identify and prioritize issues to be escalated and engage in some problem solving processes. The client base supported wil! l include representatives from the HCA division service desks ! and shared service centers, vendor representatives and other departments throughout the enterprise. Building strong working relationships within IT&S by working across organization boundaries to acquire and record significant information to be used in the resolution of client reported issues. They will be required to continually expand knowledge of current and upcoming products within the designated specialties and update and distribute reference information accordingly.
Major Responsibilities:
Answers Client Support Services telephone calls professionally, triages issues, determines if incident resolution processes are needed and if so documents meaningful information in the CSS ticketing system and routes those tickets to the appropriate resources. Customer inquiries and questions will be received via phone calls, mailboxes or other alternative streams of input.
Strong communication skills and etiquette are necessary and will be demonstrated a! t all times as a representative of the corporation.
Knowledge of common IT keywords and technology issues.
Participation in troubleshooting issues.
Continual observation of incident resolution processes to promote understanding of issues, root causes and potentials for negative impact caused by reported issues.
Function as a liaison between CSS and users/requestors, vendors, and IT&S staff members as directed by CSS fix agents.
Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
Acknowledges IT&S Service Level Agreements (SLA), monitors open ticket status and conveys to ticket owners/assignees any potential compromise of SLAâs.
Actively participates in communicating needs and expectations for customers and stakehold! ers, under the direction of other support analysts, consultants, Manage! rs, Directors and/or AVP.
Continually expands knowledge of current and upcoming products, applications, systems, and processes.
Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
Experience:
One year or less relevant experience
Clinical experience preferred
Education:
College Graduate preferred
Qualifications
Qualifications:
Demonstrated ability and desire to learn line of business and business terminology
Demonstrated analytical and problem solving skills
High level of patience, empathy, courtesy and listening skills required in dealing with customers and their issues
Ability and desire to learn HCAâs Client Support Services processes and techniques
Ability to judge se! verity of issues and use discretion in obtaining required services
Ability to work independently with minimal direct supervision
Above average communication and telephone skills
Ability to succinctly communicate verbally and in a variety of media
Strong interpersonal relationship skills and the ability to work with a team
Excellent data entry and keyboard skills
Proficient computer skills and knowledge
Preferred but not required:
Knowledge of customer service principles and practices
A working knowledge of providing customer support using BMCâs Remedy
A working knowledge of Active Directory/NT Account administration
Understanding of IT Infrastructure Library (ITIL)
Meditech 5.6.5 or high version, Meditech 6.0 and/or Epic experience
Key Competencies:
verbal and written communication skills
listening skills
problem analysis
!
problem solving
customer service orientation
org! anizational skills
attention to detail
initiative
adaptability
team work
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If you were eligible to this job, please give us your resume, with salary requirements and a resume to Corporate Main Campus.
Interested on this job, just click on the Apply button, you will be redirected to the official website
This job will be started on: Fri, 09 Aug 2013 07:44:32 GMT
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