HCA, Hospital Corporation of America Associate Client Support Analyst in Nashville, Tennessee
Job Summary –The Associate Support Analyst is primarily responsible for facilitating support to all Parallon clients. This client services role includes answering incoming phone calls and emails from clients from throughout the enterprise, answering inquiries and questions, gathering significant information, triaging issues, troubleshooting problems, providing information to clients, prioritizing issues based on potential impact, routing issues to appropriate resources, and follow up phone calls and emails to assure issues have been addressed satisfactorily.
They will interact and collaborate with other support analysts within the enterprise and the client base to provide significant information about support issues, utilize appropriate resources to initiate effective resolution processes, enter information with meaningful content into ticketing system, identify and prioritize issues to be escalated and engage in some problem solving processes. The client base supported will include representatives from Parallon clients, shared service centers, vendor representatives and other departments throughout the enterprise. Building strong working relationships within Parallon and with IT&S by working across organization boundaries to acquire and record significant information to be used in the resolution of client reported issues. They will be required to continually expand knowledge of current and upcoming products within the designated specialties and update and distribute reference information accordingly.
Duties (included but not limited to): * Answers Parallon Client Support Services telephone calls professionally, triages issues, determines if incident resolution processes are needed and if so documents meaningful information in the ticketing system and routes those tickets to the appropriate resources. Customer inquiries and questions will be received via phone calls, mailboxes or other alternative streams of input. * Strong communication skills and etiquette are necessary and will be demonstrated at all times as a representative of the corporation. * Knowledge of common IT keywords and technology issues. * Participation in troubleshooting issues. * Continual observation of incident resolution processes to promote understanding of issues, root causes and potentials for negative impact caused by reported issues. * Function as a liaison between Parallon corporate, clients, vendors, and IT&S staff members as needed. * Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude. * Acknowledges Service Level Agreements (SLA), monitors open ticket status and conveys to ticket owners/assignees any potential compromise of SLA’s. * Actively participates in communicating needs and expectations for customers and stakeholders, under the direction of other support analysts, consultants, Managers, Directors and/or AVP. * Continually expands knowledge of current and upcoming products, applications, systems, and processes. * Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
- College graduate preferred
- Knowledge of customer service principles and practices preferred
- A working knowledge of providing customer support using BMC’s Remedy preferred
- Understanding of IT Infrastructure Library
- Meditech 5.6 or high version, Meditech 6x environments
Title: Associate Client Support Analyst
Location: Tennessee-Nashville-Corporate Metroplex
Requisition ID: 26139-1283