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Service Desk Support Analyst

Full Time
Grand Blanc, MI
Posted 5 months ago

Department

Client Services

Job Description

  • ModuleMD is hiring for a Service Desk Support Analyst at our Grand Blanc location to support our clients and their use of our electronic health record software.
  • This is the perfect outside-the-box opportunity for an individual with a medical assistant background

Reporting line

  • Client Services Manager

Responsibilities

  • Interact with MDs, NPs, MAs and other medical office staff on behalf of ModuleMD providing information about products and services.
  • Provide technical assistance and support for incoming queries and issues pertaining to our electronic health record.
  • Monitor and respond quickly and effectively to support requests.
  • Assist with onboarding of new users through implementation and on-going software training.
  • Document software functionality for client training purposes.
  • Analyze issues and use creative problem solving to resolve problems to the end user’s satisfaction.
  • Walk customer through problem-solving process.
  • Maintain positive client relationships and follow up with customers to ensure issues have been resolved.
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
  • Document internal procedures.
  • Set and meet project timelines, deliverables and milestones.
  • Report issues to Research and Development for bug fixes and further development of software enhancements.

Qualifications

  • Background in customer support, medical field, or technology preferred
  • Strong problem-solving skills
  • Demonstrate proven ability to quickly grasp new technology
  • Should be comfortable resolving basic computer-based technical issues
  • Basic knowledge of medical office procedures/workflow
  • Must be flexible, self-directed, able to prioritize multiple tasks
  • Ability to maintain a positive and friendly demeanor under high-stress situations
  • Strong business and technical writing abilities is a plus
  • Possess strong analytical and problem-solving skills
  • Must possess effective communication skills, especially verbal communication phone skills, with the ability to interact with various levels of personnel
  • Ability to work with minimal supervision
  • Attention to detail

Work Environment

  • Office Setting. Must be able to sit at a desk in front of a computer screen for long periods of time.

Please send resumes preferably as a PDF attachment. careers.us@modulemd.com

Job Features

Job CategoryClient Services

Please send resumes preferably as a PDF attachment. careers.us@modulemd.com