Senior Applications Support Specialist
Catalyst Health Group
- Plano, TX
- Permanent
- Full-time
- Support the mission, goals, and objectives of the organization.
- Engagement on organization product implementations as assigned.
- Manage customer interactions in a timely and accurate way to build trust.
- Possesses a basic understanding of organization products and services, but escalates to vendor the more complex inquiries.
- Addresses, responds and documents customer inquiries using the organization's ticketing system.
- Ability to troubleshoot issues with minimal support from other team members.
- Ability to handle multiple problems or concerns at one time.
- Ability to suggest key conclusions based on data gathering and analyzation (documents, examples, user issues, etc.) for customer issues.
- Provide responses to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate.
- Provide excellent communication to our customers and leadership.
- Recognize customer trends and collaborate with internal teams on solutions to improve the customer experience maintaining a continuous improvement mindset.
- Promote best practice workflows by end users.
- Maintain and develop customer support content through KB Articles for our products and processes.
- Participate in testing new features for product releases.
- Ability to work as a "team player", always supporting other team members.
- Provides support and guidance for team members on more complex issues.
- Ensure continuous use of our products.
- Demonstrate skills and aptitude in meeting planning and facilitation.
- Perform basic project planning activities.
- Meet or exceed departmental KPIs.
- Represent high personal and professional conduct.
- Any additional responsibilities not listed above and deemed necessary.
- A 'people' person
- Associate degree required; bachelor's degree preferred.
- Willingness and ability to attend after hour business meetings, as needed.
- A hybrid of soft and hard skills required to master technology and manage customer relationships.
- Good organizational skills
- Positive, service minded attitude
- A commitment to excellence with a passion for going above and beyond to help people.
- Self-starter with the ability to work independently.
- Local travel, as needed.
- 4+ years of healthcare experience
- EMR Implementations experience, preferably Athena
- 4+ years of Helpdesk Support experience
- Knowledge of Zoho