Client Support Analyst Tier I

Client Support Analyst Tier I

For 30 years, Surgical Information Systems (SIS) has empowered surgical providers to Operate Smart by delivering innovative software and services that drive clinical, financial, and operational success. Serving over 2,900 surgical facilities, SIS is committed to delivering solutions that enable surgical providers to focus on what matters most: delivering exceptional patient care and outcomes.

This position located in our corporate HQ in Alpharetta, GA is responsible for assisting the Client Base by providing technical support on the solution via telephone and email. This position requires managing a variety of assignments throughout the life-cycle of a client's engagement with the Company including assisting on implementations, go-lives, post go-live, and after-hours technical support. Must be able to diagnose and communicate to clients about requirements and deliverables for successful issue resolution.

Essential duties/responsibilities:

• Manage client questions and concerns through a ticketing system from creation to completion.
• Follow established policies and procedures to assist clients most effectively.
• Provide clear and concise communications, both verbally and written, to clients.
• Effectively diagnose and troubleshoot cases by searching for solutions and providing education as well as issue resolution.
• Set realistic expectations with clients on timeline and budget for issue resolution.
• Identify possible issues with systems and present opportunities for the solutions to be improved or for the services for billable work.
• Assist in the creation of Knowledge Base Articles (KBAs) for Support team.
• Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve issues or to provide technical assistance and support to a group of remotely based clients.

Specific knowledge & skills required:

• Knowledge of computers and electronics in order to understand how to diagnose and assess software solutions.
• Knowledge of customer service in order to best serve clients with a primary objective of ensuring high client satisfaction.
• Skill in active listening in order to accurately diagnose client issues.
• Skill in time management in order to effectively manage more than one ongoing project.
• Skill in instructing in order to teach others how to do things.
• Ability to communicate effectively through oral, written, and typed mediums.
• Ability to reason deductively by applying general rules to specific problems to produce answers that make sense.
• Ability to speak clearly and to understand speech in order to assist clients over the phone.
• Ability to tell when something is wrong or likely to go wrong in order to anticipate problems.
• Experience with medical billing, coding, A/R and/or collections is a plus
• Must have a minimum of 50Mbps internet download speed to effectively run SIS Systems
• Will be required to work in the Alpharetta office every Tuesday and Thursday and 1 (one) additional day assigned by SIS for a total of 3 days in the office each week.

Benefits:

• Benefit package including Medical, Vision, Dental, Short Term Disability, Long Term Disability, and Life Insurance
• Vacation/Sick time
• 401(k) retirement plan with company match
• Paid Holidays
• SIS Cares Day
• Hybrid environment depending on the role

We believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses.

Surgical Information Systems is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V/SO are encouraged to apply.

At this time we are unable to sponsor H1B candidates.

Surgical Information Systems