Customer Success Analyst

Cardinal Health; Dublin (OH); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

401k savings plan

Access to wages before pay day with my

Flexible spending accounts (FSAs)

Short- and long-term disability

Job summary

Cardinal Health, Inc. in Dublin HQ seeks a Customer Experience Engineer to be the first contact for technical inquiries, diagnose hardware and software issues, and guide users through diagnostic steps. You’ll configure systems, manage accounts, and cooperate with product teams to align solutions with customer workflows.

The role requires on-site presence at Cardinal Health Dublin HQ weekly, strong English communication, and familiarity with EMR/EHR and healthcare billing software.

Qualifications

• Associates degree in related field or equivalent work experience.
• Experience with Windows OS and Microsoft Office preferred.
• Knowledge of healthcare workflows and EMR/EHR systems is a plus.

Responsibilities

• Serve as the initial point of contact for technical inquiries with a customer-focused approach.
• Diagnose and resolve hardware, software, and network issues via phone and email.
• Configure and maintain computer systems, accounts, and access permissions.
• Collaborate with Product Owners and Development Teams to understand workflows and technical architecture.

Skills

Windows & MS Office

Hardware & Networking

DNS & IP routing

EMR/EHR

Healthcare workflows

Education

Associate degree or equivalent

Tools

DNS

IP routing

Job description

What Customer Success contributes to Cardinal HealthCustomer Success manages the enterprise's portfolio of commercial technologies to maximize business value and enhance the customer experience. This function creates strategies for the portfolio and innovative solutions based on relationships with business leaders, develops back-end solutions and capabilities, and improves the front-end experience.Customer Success analyzes customer experiences on the company's commercial technologies and platforms to integrate customer perspectives and data into the design and management of these technologies. This role collaborates with Customer Service and Marketing teams to gather and represent the voice of the customer and recommends enhancements to products based on insights, working closely with User Experience Design professionals.The Customer Experience Engineer supports various clinical applications, translates business requirements into technical specifications, maintains relationships with the development and business teams, and drives standard business processes. The engineer should understand business priorities and the relative importance of their work. This engineer should be able to identify multiple approaches to problem solving and recommend the best-case solution. Furthermore, an engineer must possess strong technical acumen with the ability to translate information and research into non-technical language as necessary to effectively communicate across teams, customers, and clients.Shift: Monday-Friday 10:30AM-7:00PM ESTResponsibilities:Serving as the initial point of contact for technical inquiries and providing clear, understandable explanations to both technical and non-technical users. A key aspect is maintaining a customer-focused mindset, listening to user needs, and ensuring a positive experience.Diagnosing and resolving issues related to hardware, proprietary software, and network connectivity, via phone and email. This includes guiding users through diagnostic processes and utilizing remote tools to fix problems.Configuring and maintaining computer systems, software applications, and peripherals. This involves managing internal and external user accounts, access permissions, and resetting passwords.Interacting with Product Owners, Development Teams and Technical Account Managers to become proficient with both business purpose and customer workflows as well as the technical architecture of our applications.Proactively develop and maintain technical knowledge of the technologies we support, staying informed with current trends and best practices.Logging, managing, and prioritizing support requests and issues using QuickBase. This also involves documenting solutions and resolutions to aid in tracking recurring issues and improving service quality.Escalating complex or unresolved issues to a higher-level support team when necessary.Providing basic training and guidance to users on how to use our commercial technologies.Qualifications2-4 years of experience, preferredAssociates degree in related field, or equivalent work experience, preferredWindows OS (all versions) and Microsoft Office expert, preferredHardware and Networking proficiency, preferredExperience with computer hardware such as tablets and printersUnderstanding of DNS server and basic IP routing, preferredGeneral knowledge of EDI, preferredExperience with healthcare or pharmacy workflows, preferredExperience with EMR / EHR, pharmacy management software, and/or healthcare billing software, preferredDemonstrate strong analytical and project management skillsStrong collaboration, multi-tasking, and organization skillsStrong oral and written English communication skillsDemonstrate thorough knowledge of the industry and trendsWhat is expected of you and others at this levelApplies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasksWorks on projects of moderate scope and complexityIdentifies possible solutions to a variety of technical problems and takes action to resolveApplies judgment within defined parametersReceives general guidance and may receive more detailed instruction on new projectsWork reviewed for sound reasoning and accuracyWillingness to be on-site at the Cardinal Health Dublin Headquarters once a week (applies to local applicants only)Anticipated hourly range: $27.30per hour - $35.01per hourBonus eligible: NoBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close: 1/4/2027*if interested in opportunity, please submit application as soon as possible.The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.To read and review this privacy notice click here