Application Support Analyst

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Summary:

The Customer Digital Support Specialist primarily focuses on supporting customer digital and technology solutions. This includes business data integrations and customer facing technology such as the Salesforce customer experience. They will serve as a point of contact to address any digital support issues for both internal and external customers, providing excellent service to all people they may interact with.

Job Responsiblities:

• Responsible for client’s overall Customer Digital Support processes and being the voice of the customer for technical and non-technical support issues.
• Responsible for supporting Digital Technology Solutions operations and ensuring data is safely, securely, and accurately exchanged.
• Adheres to support processes, documentation processes, and maintaining SLAs.
• Works with clients, commercial, laboratory departments, billing, and other internal and external customers for digital support needs.
• Establishes and maintains customer relationships to effectively discuss continuous improvement.
• Makes recommendations for digital improvements in processes.
• Monitors and responds to emails to a team inbox in a timely manner, triaging to another individual as necessary.
• Collaborates with team members to identify customer issues and solutions.
• Accurately documents and tracks requests via ticket process within ServiceNow.
• Occasionally meet with clients to discuss problems and implement solutions.

Position Objectives:

• Works productively and efficiently to achieve company and department goals.
• Communicates effectively and projects a professional image to both internal and external customers.
• Adheres to client's Laboratories core values, safety, compliance, and Company policies and procedures.
• Maintains satisfactory results on all department specific competency assessments.
• Continuously provides excellent service to assure customer satisfaction and quality patient care.

Experience:

• Three (3) or more years of experience equivalent to a customer service role in a healthcare environment.
• High School Diploma or equivalent required, Bachelor’s Degree preferred.

Qualification Requirements:

• Excellent typing and data entry skills.
• Proficient with MS Office programs and database management.
• Highly focused on service orientation.
• Ability to adapt to changing procedures, policies, and work environment.
• Ability to communicate effectively, both written and oral.
• Openness to give and receive feedback.
• Strong organizational skills, attention to detail, and follow up skills.
• Ability to work independently and as a team player.
• Ability to handle stressful situations with emotional intelligence, and demonstrate strong.
• problem solving and critical thinking skills.
• HL7, XML, and JSON experience preferred but not required.

Benefits:

At HTC Global Services our associates have access to a comprehensive benefits package that includes Health, Dental, Vision, Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short- & Long-Term Disability Insurance, and a variety of other offerings.

Diversity & Inclusion

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all

employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier