Client Support Center Analyst

Responsibilities

• Qualified candidates must possess effective communication skills which includes strong written and verbal communication. The ability to think analytically and process complex information into comprehensive terms is a must.
• Apply organizational skills and attention to detail in all actions to ensure accurate and timely results.
• Utilize multiple tools provided via telephone with clients to diagnose issues and provide solutions, must be an expert at troubleshooting and split-second analysis.
• Working cross-functionally (this may include multiple departments, divisions, states and countries) to continuously improve our services.
• Develop deep product knowledge of athenaOne to troubleshoot and guide clients via phone and cases.
• Diagnose complex software issues and deliver clear, actionable solutions.
• Manage case and communication queues to meet quality and production targets.
• Use Salesforce CRM to track and respond to client inquiries promptly.
• Communicate efficiently with internal teams and external clients to manage expectations and status updates.
• Embrace continuous learning and share knowledge to enhance team expertise.
• Own special project assignments and actively participate in departmental goals.
• Required Qualifications:
• High school diploma or GED.
• 3-4 years of professional business experience.
• Exceptional customer service skills with the ability to manage client expectations.
• Strong multitasking ability in a fast-paced, technology-driven environment.
• Hardware and Software troubleshooting experience is a preferred background as strong technical acumen is necessary to be successful in this role
• Proven Teaching ability. It's not enough to give our clients the right answer, you have to ensure they understand the answer and teach them the context and/or business process for achieving a successful outcome on their own in the future

Requirements

• 2+ years in a call center or customer service role.
• Experience in hardware/software troubleshooting.
• Proficiency with MS Office, Salesforce, and common web browsers.
• Ability to explain solutions effectively and teach clients for future success.
• *Sign-On bonus is a one-time bonus opportunity for new hires who join our Belfast, ME team on a hybrid schedule of 2 days in-office. Additional details shared during application process.
• Expected Compensation: $33,000 - $55,000
• Expected Compensation
• About athenahealth

Benefits

Additional Information

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Join Us! This is a hybrid role, 2 days/week, in our Belfast, ME office! ** $3,000 Sign-On Bonus for our Hybrid Team in Belfast, ME** We are excited to be growing our Belfast, ME team bringing on-board new team members for our Client Support Team. Join a team where you can make a difference while developing a meaningful career path. As a CSC Analyst, you will provide high-level support to end users via phone and email in a dynamic, fast-paced environment. You will become an expert in the athenaOne application and resolve client inquiries quickly, accurately, and effectively. Collaborating with cross-functional teams, you contribute to continuous service improvement while managing multiple communication channels simultaneously.

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