Client Support Analyst

Computer, Customer service, Critical thinking, EHR, Software, Problem solving, IT
Full Time
Work from home not available Travel not required

Job Description

Frontline client-focused position with the overall goal of satisfying client needs.  Responds to incoming questions, requests, and concerns from Office Practicum clients.  Utilizes critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible.  Represents client’s needs and concerns when interacting with various Office Practicum departments.  Stays current on all software releases, enhancements, and workarounds. 


Essential Functions / Tasks / Duties / Responsibilities: (Essential functions of the position; include how an individual is to perform them and the frequency at which the tasks are performed; the tasks that must be performed as part of the job function and truly necessary or required to perform the job.)


Essential Functions:

  • Respond to incoming client inquiries via telephone, chat, and email.
  • Research and resolve client issues and requests.
  • Manage case backlog and meet commitments to clients by following-up with clients regarding their requests.


How to Perform Essential Functions

  • Majority of work is performed via real-time/live conversations with clients via telephone and chat.  
  •  All work is performed via computer, using various software programs.  Software applications include: Google suite of products, Salesforce CRM, JIRA ticketing system, and Office Practicum EHR.  Telephone is used in most client interactions. 


Frequency for essential functions is daily.  


Education / Professional Certifications or Licenses Required:

A Bachelor Degree is preferred, but not required to be successful


Experience Requirements: 

  • Customer Service required.  This could be in a variety of settings and industries, including financial, insurance, medical, hospitality, etc.  
  • Customer service position, requiring a technology component to perform duties.
  • EHR (preferred, but not required)


Work Environment / Physical demands/ Travel Requirements (include working conditions while performing the job / ex: computer, telephone, office, lifting requirements,etc):

  • Computer and telephone required to perform duties. 
  • Lifting requirements of no more than five pounds.  
  • Presence in main office is preferred for optimal service results.


Equal Employment Opportunity Statement: 

Our company is committed to equal employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. 

You may discuss equal employment opportunity related questions with your supervisor or any other member of management.


Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.


Other Duties Statement:

This job description is not designed to cover or contain a comprehensive listing of all possible activities, duties or responsibilities that are required of the person in this position. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Posted By

Bonnie Gallagher

Dice Id : RTX170079
Position Id : 6295197
Originally Posted : 1 month ago
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