Mediware Customer Care Analyst in Essex Junction, Vermont

Job Description:

Are you interested in changing the world of healthcare and human services? Do you want to work with innovative web and mobile software applications with great impact on society? Do you want to be amazed, inspired and proud of your job every day? Come and show us what you’re made of.

Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives. We have 600+ employees across the US, UK and Netherlands. Mediware’s portfolio of solutions currently includes long-term services and supports, behavioral health, blood solutions, cellular therapy, home care, medication management, rehabilitation and respiratory therapy.

In this role, theCustomer Care Analyst will be responsible for ensuring Mediware’s customers receive the care, training, and software support they need to effectively utilize a wide-range of software products. The Customer Care Analyst uses advanced product knowledge toinvestigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customer’s satisfaction. Additionally, the Customer Care Analyst will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. This role is accountable for providing outstanding customer service and successful resolution of all customer requests.

You will be in communication with clients for troubleshooting Mediware solutions and the systems supporting them. You will use advanced product knowledge to independently investigate and resolve complex software and hardware problems of the customer per established performance criteria and effectively train the customer to maximize the use of their system.

Principal Functions of the Job:

  • Perform comprehensive troubleshooting on customer software issues including data collection, issue recreation, reviewing documentation or asking internal subject matter experts

  • Enter comprehensive documentation for every customer interaction within the company ticketing system

  • Answer incoming calls accurately, efficiently, and within service levels

  • Educate the customers on features, benefits, and use of all company products and services

  • Perform additional duties such as special projects, customer outreach campaigns, participate in customer user groups, etc. as assigned

  • Keep management informed of problems/concerns that could potentially diminish service effectiveness

  • Excellent attendance is critical to the success of supporting our products and overall business

  • Use active listening, probing, play-back, and style-matching skills to evaluate the customer’s needs

  • Focus on providing the customer continuous status updates throughout the remediation process

  • Ensure quality service through accuracy and the commitment to first-contact resolution

  • Represent Mediware in a professional and positive manner at all times

  • Demonstrate courtesy and patience in customer relations

Job Qualifications:

*Job Qualifications: *

  • A minimum of 3 years of experience in a customer support role or call center position, handling inbound telephone calls and direct customer interaction. Preferably for a software company or in an IT support role

  • Strong technical aptitude with preference given to those with strong Microsoft Windows and SQL Server Database skills

  • Experience with NetSuite a plus

  • Excellent verbal and written communication skills including grammar and voice quality

  • Customer service knowledge with problem resolution skills

  • Accuracy and attention to detail required

  • Ability to work under pressure accomplishing multiple tasks simultaneously

  • Ability to work independently and as a team player

  • Positive attitude, enthusiasm, professionalism and a high level of integrity and ethics.

  • Excellent troubleshooting, listening and problem-solving skills

  • Able to work in a fast paced deadline oriented environment

  • Customer focused

  • Work well in a team environment

  • Must be able to work a flexible work schedule, with some holidays and overtime required

We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!

*Mediware provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. *

Job Title: Customer Care Analyst

Location: Essex Junction, VT

Full/Part Time: Full

Req: 16-807

Department: Client Services