Customer Support Analyst

Entity: Intrahealth

Position:Customer Support Analyst 

Type: Full Time Permanent

Location: Remote (Australia Based)

Company Overview:

Intrahealth, a subsidiary of HEALWELL AI Inc. (TSX: AIDX), is an enterprise class EHR provider supporting approximately 20,000 providers and the care delivery of tens of millions of patients and clients across Canada, Australia and New Zealand. Intrahealth provides a suite of flexible software solutions to a wide variety of customers including health authorities, hospitals, public health outpatient centres, community health, home care, ambulatory care and diverse health care professionals. Intrahealth’s solution is highly configurable and is ideal for complex health environments. To learn more about Intrahealth, please visit https://intrahealth.com.

Position Overview

Intrahealth is looking for a high-energy Customer Support Analyst. As a Customer Support Analyst, you will play a pivotal role in ensuring exceptional customer experiences by providing timely and effective support to our clients. Your primary responsibility will be to address customer inquiries, troubleshoot product issues, and collaborate with internal teams to resolve problems. By utilizing your strong communication, problem-solving, and technical skills, you will contribute to maintaining high levels of customer satisfaction and loyalty.

Our ideal candidate is proactive, a quick learner, an excellent communicator, and can identify solutions in a complex business environment in a customer friendly and timely manner.

Responsibilities

• Respond promptly and professionally to customer inquiries through various channels, including phone, email, chat, and ticketing systems.
• Engage with customers to understand and diagnose their issues or concerns, demonstrating empathy and patience.
• Analyze and troubleshoot technical issues reported by customers, providing accurate and actionable solutions.
• Guide customers through step-by-step instructions to resolve problems or configure settings.
• Collaborate with internal technical teams to escalate and prioritize complex issues that require in-depth investigation.
• Track and document customer interactions, issues, and resolutions in the ticketing system.
• Maintain a comprehensive understanding of the company's products, services, and features.
• Stay up-to-date with product updates and changes to effectively assist customers.
• Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers with self-service resources.
• Provide clear and concise explanations of technical concepts and solutions to customers of varying technical backgrounds.
• Communicate effectively with internal teams, relaying customer feedback and insights for product improvement.
• Escalate critical or urgent issues to appropriate levels of management or specialized teams for timely resolution.
• Continuously monitor customer satisfaction levels and take proactive measures to address concerns and enhance the overall customer experience.

Requirements

• BSc/BA or equivalent work experience
• 1+ years of industry experience.
• Proficiency with technology in a Windows environment
• Ability to understand and interpret complex technical documentation.
• Ability to solve complex and ambiguous technical problems using experience, creativity, and sound judgment.
• Excellent written and verbal communication skills with exceptional attention to detail.
• Highly organized and able to manage multiple priorities and deadlines effectively.
• Strong interpersonal skills and the ability to collaborate with cross-functional teams.
• Self-motivated, proactive, and able to work both independently and as part of a team.
• Nice to have: experience with Electronic Medical Record software.

Intrahealth is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success.

Only applicants that have the right to live and work in Australia will be considered.