Care360 Support Analyst

Job Summary:

The Customer Support Analyst provides Tier 2 technical support to internal and external customers of Quest Diagnostics for the Care360 suite of products. This position will entail responding to requests for support and assistance by customers via telephone and e-mail.

Principal Responsibilities:

• Responsible for the day to day operations and production support of the Care360 product suite, including advanced technologies such as single sign-on connectivity and clinical data interfaces.
• Provide excellent customer service to callers by answering phones with an ACD call system.
• End-to-End individual call ownership from call receipt to resolution. This includes facilitating communication between the customer and Tier 3 Support.
• Monitors Quest Business Unit Data Flow and escalates delays and processing interruptions as needed.
• Demonstrate solid grasp of key technical and process concepts.
• Documentation of 100% calls logged/calls received into ticket tracking system.
• Adherence to critical SOP’s and performance standards.
• Be available for after business hours on-call support duties on a rotation basis. Work hours are variable, based on help desk coverage requirements and schedules.
   

Knowledge, Skills and Abilities:

• Experience dealing with mission critical clinical information systems.
• Experience with monitoring transactional systems and web applications, such as Apache and Weblogic.
• Experience with the documentation and presentation of technical issues to software development and quality assurance engineers.
• Familiarity with support call tracking software, such as Peregrine or Remedy.
• Strong organizational and prioritization skills with the ability to handle multiple projects at a time.
• Demonstrated critical thinking and analytical skills.
   

Minimum Qualifications:

• Some college, technical school level classes, or equivalent work experience.
• 2 years strong customer management and technical support experience, supporting a clientele that ranges from experienced IT professionals to non-technical users and clients.
• Excellent oral and written communication skills
   

Location: Mason, Ohio