Client Support Center Analyst

athenahealth; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

athenahealth seeks a Client Support Center Analyst to provide exceptional customer service and troubleshoot issues for clients using the athenaOne platform. Ideal candidates have 3-4 years of professional experience, a strong customer service background, and a knack for technical troubleshooting. Join a dynamic team dedicated to fostering inclusiveness and sustainability in healthcare.

Benefits

Commuter support

Employee assistance programs

Tuition assistance

Collaborative workspaces

Qualifications

• 3-4 years of professional business experience preferred.
• Exceptional customer service skills needed.
• Hardware and software troubleshooting experience is a plus.

Responsibilities

• Develop deep expertise of the athenaOne platform to assist customers.
• Diagnose complex software issues for clients.
• Provide timely resolutions to client support tickets.

Skills

Customer service

Problem-solving

Technical acumen

Multi-tasking

Education

High school diploma or GED

Tools

Salesforce

Job description

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