Level 1 Support Analyst  

job description

Summary

A Level 1 Support Analyst will be responsible for providing the first-line of post-sales telephone technical support of systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Manager L1 Support. Provides technical support for external customers.

Responsibilities

  • Respond to and resolve customer requests, in relation to software difficulties by providing fast, efficient and friendly customer service.

  • Ability to resolve problems with or without remote tools

  • Consistently achieve First Contact Resolution performance metric

  • Accurately document calls and cases

  • Aware of customer's time restraints and work within those time limits

  • Keep customer aware of resolution steps - if ticket needs to be dispatched

  • Follow up Service Center incidents and requests to completion

  • Provide clients with incident numbers and request numbers

  • Enter all troubleshooting/resolution steps into the ticket

  • All tickets are to be touched on a "first in first out basis", calling the customer daily

  • Escalate tickets as needed if on-site support is required

  • Understanding of SLA requirements for the client

  • Assist in cross training and communicate quick fixes

  • Manage time and workload to meet predetermined service levels

  • Maintain data accuracy in Service Center through contact validation

  • Understand the various media sources that interface with the Service Desk

  • Champion, implement or support change

  • Identify process efficiencies within the Service Center and to take corrective action to implement change

  • Discover and document process and procedures which need to be published to the team or on the Knowledge base

  • Provide one knowledge script per week on commonly seen tickets

KNOWLEDGE, SKILLS & ABILITIES

  • Ability to quickly learn software and solutions operation as normally acquired from completion of basic equipment training course/program.

  • Ability to work under limited supervision.

  • Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces.

  • Understanding of computers, problem ticketing, written procedures, and problem escalation.

  • Experience in delivering high caliber soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative.

EDUCATION

Associate degree. Associate degree can be substituted for the 1 year of IT support, call center or 3 years hands on patient access experience.

EXPERIENCE

  • Associate degree. Bachelor's degree can be substituted for the 1 year of IT support or call center experience.

  • 2-years’ experience in IT support, call center support may be substituted for the Associates Degree

  • Patient Access experience desired 

PHYSICAL DEMANDS/WORKING CONDITIONS

Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 50 pounds occasionally.  Work is performed in an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA CATEGORY

The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way. 

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