Client Support Center Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are looking for enthusiastic, motivated and passionate individuals for our Client Support Center Analyst role within our Client Support Center team. You will have the unique opportunity to act as the first point of contact for our customers and play a crucial part in the overall client experience. Support requests come through inbound phone calls, chat, and cases and may include a follow-up outbound call. But enough about us; let’s talk about you! You are an expert multi-tasker and love to provide exceptional customer service. You thrive in a fast-paced environment and are excited by the opportunity to solve problems and become a content expert. You are comfortable with leveraging technology to support your work and guiding others through technological issues.     The Team: Our Client Support Center team provides support to clients across the country and is staffed Monday through Friday. This team is essential in making our customers feel like their voices are heard when they are experiencing issues with the athenaOne suite of products.   Job Responsibilities Develop deep expertise of the athenaOne platform to help customers troubleshoot and navigate through workflows by phone, chat, or case Diagnose complex software issues and provide clear direction to resolve client inquires Provide timely resolution, tracking, and response to all client support tickets via Salesforce Communicate with internal teams to resolve issues and increase expertise in certain skillsets Required Qualifications High school diploma or GED required 3-4 years of professional business experience Exceptional customer service skills and ability to manage client expectations Preferred Qualities 2+ years of call center experience or equivalent customer service experience is desirable Hardware and software troubleshooting experience is preferred; strong technical acumen is necessary for success in this role About athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can do for you: Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. Learn more about our culture and benefits here: athenahealth.com/careers https://www.athenahealth.com/careers/equal-opportunity United by our mission and driven by our entrepreneurial spirit, our work at athenahealth is collaborative, transformative, and above all, it’s meaningful. Our employees take pride in using technology and data-driven insights to inspire changes that will make the U.S. healthcare system better for everyone, including your friends, family and maybe even you. Notice to Job Seekers/Job Candidates: Recruitment Fraud Alert Please be aware of questionable job offers that are not affiliated with athenahealth. athenahealth has been made aware of unauthorized career opportunities offered by individuals posing as representatives of larger U.S. companies, including athenahealth. The fictitious jobs are advertised on employment-search websites, such as Indeed.com and Craigslist.com, and prospective employees are required to share their personal and financial information (e.g. credit card, bank information), provide copies of their government-issued identification, and/or send money for application fees, processing charges or work permits. The victims who are told they are "hired" are often instructed to deposit a check (which is later returned as fraudulent) into their own account and to forward overpayment to individuals - usually via wire transfer. Important information for job seekers: athenahealth has a formal application process and we do not request you to interview on a Google Hangout or via text messaging. athenahealth will never request money for the opportunity to apply or work for athenahealth. athenathealth does not require completion of tax forms, bank account or credit card information as part of the recruiting process. If you feel that you have been a victim of such a scam, please send an email to: askhr@athenahealth.com