Job Details
**Customer Support Agent I**
Support Greer, South Carolina Minimum Experience **Experienced** Company Overview
Netalytics is the premier provider of software and support for behavioral health treatment programs. W e strive to achieve success for our customers, and their customers, by continuously working to improve our products and service offerings, along with providing exceptional customer support. We are conscious of the fact that we cannot be successful unless our customers are successful which is at the core of all we do.Company Overview : Netalytics was founded with the vision of producing innovative and intuitive software for behavioral health treatment programs. We are conscious of the fact that we cannot be successful unless our customers are successful. We will work tirelessly to achieve success for our customers by continually improving our product and supporting them through excellent customer service. CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES
May include any and/or all of the following:
+ Provides 1st level customer support
+ Assists customers with issues related to supported software and computing platforms through telephone interaction, email; researches questions using various manuals and resources, ensuring customer satisfaction; applies diagnostic utilities to aid in troubleshooting; accesses software updates, drivers, and knowledge bases, to aid in problem resolution.
+ Prioritizes issues and directs escalated matter to appropriate staff; documents customer contacts during service request/problem-solving process using the call log, including successful and unsuccessful decisions and actions taken through to final resolution; performs post-resolution follow-ups to service requests; verifies customer awareness of resolution; evaluates documented resolutions and analyzes trends for future occurrences; documents system status issues.
+ Participates with ongoing development and maintenance of departmental documents and processes; provides guidance and instructions to other staff; performs other duties as assigned.
+ Collaborate with customers and third party vendors to complete installs, updates, trainings and data base queries (Examples: Dr. First, billing providers and drug screen downloads)
+ Sever installs and updates
+ Remote trainings
+ QA testing
+ Must communicate respectfully to peers and management
+ Working knowledge of computer hardware and operating systems
+ Working knowledge of Internet browsers
+ Working knowledge of office productivity suites and other core enterprise systems
+ Strong customer service skills
+ Strong written and verbal communication skills
+ Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
+ Must to able to prioritize multiple requests and customer needs
+ Strong documentation skills
+ Demonstrated team-oriented working skills in a collaborative environment
+ Self-motivated and directed
+ Able to work independently with little oversight
+ Exercise good judgement in interacting with customers and internal staff. Strong attention to detail
+ Analytical and problem-solving skills
+ Ability to absorb and retain information quickly
+ Ability to present ideas in user-friendly language
+ Ability to prioritize and execute tasks in a high-pressure environment
+ Knowledge of JIRA, Confluence, and Agile software development process preferred
+ Ability to conduct research on a wide range of issues Job Summary : Serves as a central point of contact and provides assistance to Netalytics customers; receives, organizes, prioritizes, documents, and resolves customer service issues and requests; documents customer contacts; provides problem resolution using diagnostic tools and troubleshooting and problem-solving methodologies. Location Greer, South Carolina Minimum Experience Experienced