Client Services Analyst - athenahealth - Belfast, ME

Overview:

The CSC Analyst will be expected to provide a high level of service and exceptional support to client end users in a demanding, fast paced environment. These inquiries will occur via inbound phone call and/or e-mail. This role will require the CSC Analyst to become an expert in the vast and complex athenaNet application and resolve requests on the initial contact at an aggressive rate. The CSC Analyst needs to have a thorough understanding of all service lines offered by athenahealth and which functional areas are responsible for what work. Additionally, the CSC Analyst must be able to diagnose complex software issues and be able to provide clear direction to the end user to resolve customer inquiries.

Qualifications:

An ideal candidate will possess the skills necessary to provide consistent, effective customer service and software support. All candidates must possess a strong desire to learn, as well as embrace athenahealth’s unique problem-solving and creative-solutions based approach to our work while adhering to our Corporate Compliance Code. Applicants should be excited by the prospect of working in a dynamic environment of continual change/improvement, driven by our rapid rate of growth. As such, qualified candidates must possess strong analytical, communication (including written and verbal communication and strong documentation skills.), and organizational skills, and be detail oriented, in order to provide on-going support in the client support department. The CSC Analyst must be able to work with minimal supervision and collaborate with immediate team members as well as cross functionally. This individual must possess a proven ability to manage multiple tasks and deliver each task on time.

• Provide exceptional support to clients, partners, and internal employees in accordance to high quality standards and aggressive production targets


• Properly manage phone, case and email queues in accordance to quality standards and production targets. Typical environment includes answering high volume call queue while responding to emails and resolving cases, often all at the same time


• Utilize multiple tools provided via telephone with client to diagnose issues and provide solutions, must be an expert at troubleshooting and split second analysis


• Timely resolution, tracking and response to all Client inquires that result in cases via SugarCRM


• Communicate effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and prompt status updates


• Working cross-functionally (this may include multiple departments, divisions, states and countries) to continuously improve our service


• Become up to date on the athenaNet application’s functionality and strive to become an expert in the entire athenaNet application


• Commitment to achieving mastery of the role, minimum expectation of tenure in the CSC is 18 months, with promotional opportunities available as you progress through our Skill Block Levels


• Effectively respond to questions and present information to clients in a clear and concise manner


• Accept full ownership of special work and/or project assignments


• Fully participate in the drive to accomplish all department and corporate goals


• Become an engaged, and active participant in athenahealth’s teaching and learning culture

Additional qualifications include:

• Bachelor’s degree preferred but not required


• Hardware and Software troubleshooting experience is a preferred background as strong technical acumen is necessary to be successful in this role


• Exceptional Customer service skills and ability to manage client expectations


• Proven Teaching ability. It’s not enough to give our clients the right answer, you have to ensure they understand the answer and teach them the context and/or business process for achieving a successful outcome on their own in the future


• Resourceful and patient approach to solving problems


• Application experience with many applications including, but not limited to MS Office, MS Communicator, MS Outlook/Exchange and Internet Explorer


• Help Desk/Support Desk experience supporting business software applications desired but not required


• Familiarity with Internet Web Browsers. (IE6, IE7, IE8, Firefox, Chrome etc.) desired


• Ability to multitask in a demanding, fast paced environment. Extreme comfort level with having multiple windows open, systems up and running, quickly navigating between screens, all while providing excellent service to our customers, responding to emails and resolving client cases, often simultaneously

Key words:

customer service, support specialist, technical support, IT personnel, call center

athenahealth, Inc. is a leading provider of web-based business services for medical groups. athenahealth’s service offerings are based on proprietary web-native practice management and electronic health record (EHR) software, a continuously updated payer knowledge-base, integrated back-office service operations, and automated and live patient communication services.