Customer Support Analyst, Tier 1
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Three years previous work experience in a technical customer support role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT.
- Required Skills
- SQLOracleLinuxNetworkingTechnical support
Requirements
- Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
- Three years previous work experience in a technical customer support role in a high-tech company or in a high-volume customer support environment.
- One year of experience in Healthcare IT.
- Technical knowledge of IT-Infrastructure Solutions (databases, operating systems, server landscape).
- General knowledge of networking, remote connectivity, security, and image processing.
- Ability to work in a virtual environment.
- Strong verbal and written communication skills.
- Must be eligible to travel.
- Must be eligible to apply for customer-initiated security clearances such as the US National Agency Check (NAC).
- Must be able to participate in on-call rotation and work outside normal hours.
Responsibilities
- Provide telephone and remote access, consultation and technical expertise to customers, Field Engineers, Sales and Implementation Teams.
- Utilize support software for call logging and tracking.
- Document solution and resolution steps in product knowledge database.
- Manage escalations and complaints to Level 2 and Development teams.
- Attend product training and maintain expert working knowledge of products.
- Participate in visits to customer sites.
- Ensure high customer satisfaction and adherence to SLAs.
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