Location: Bedford,NH, USA
**Customer Support Analyst**
Bedford, New Hampshire | Full Time * **Duration: 06 months, temp to hire**
* **Shift hours:** Normal business hours based on the location
* Primary Location: Remote- anywhere in the US
* *****One of the managers would like someone local or close to Bedford, NH to eventually work onsite**
**Job Insights -**
**Work Authorization -**
* US Citizen
* Green Card
* Employer Authorization Doc. (EADs)
**Roles & Responsibilities**
* Be part of a supportive and fun team; contributing to team goals and celebrating success as a team
* Be trained in and have the tools you need to succeed; utilize Salesforce case management software to document customer information and reported issues, knowledge base, user guides and other internal resources to resolve application and technical issues
* Provide front line support to customers via chat, phone, Community, and email, identifying root causes of an issue as well as solutions Learn how to perform basic and advanced troubleshooting including problem replication to identify/verify the underlying causes of customer-reported problems
* Utilize your experience and analytical skills, have strong attention to detail and urgency to follow through.
* Have support when you need help; escalate calls to second-tier analyst according to defined support processes
* Have a variety of responsibilities to learn and grow from; performing tasks such as maintenance and improvement of knowledge base, regression QA testing, webinars and mentoring demonstrates proactive communication to customers after identifying common issues reported to support
* Have an opportunity to earn more along the way by participating in after-hour on-call rotation
* Receive specialized product and industry training specific to one of our product teams focused on one of these areas: clinical, financial, or technical.
**Preferred Qualifications**
**Minimum Qualifications**
* **3-5 Years of Experience in Customer Service or similar field.**
* Excellent customer service skills
* Good problem-solving and prioritization abilities
* Excellent verbal and written communication skills
* Ability to work in a team environment
* Ability to multi-task
* **Bachelors degree OR equivalent experience**
* **One to two years experience working with personal computers**
* Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred, but not required