Call Support Analyst

About the job
We are seeking a diligent and customer-focused Call Support Analyst to join our team. In this role, you will provide exceptional support to healthcare professionals, including doctors and nurses, via phone and email communication. Your primary objective will be ensuring timely resolution of technical issues and inquiries, delivering a seamless and efficient client experience in the US healthcare industry.

Job Description:

Deliver outstanding verbal and written communication, with an emphasis on clarity, professionalism, and empathy.
Demonstrate fluency in English; proficiency in a native English accent is a significant advantage.
Troubleshoot technical issues on Windows operating systems, offering remote resolutions where possible.
Utilize tier-based escalation models, identifying critical issues and escalating them to higher levels of support when necessary.
Address email inquiries with professionalism and efficiency while maintaining client satisfaction.
Conduct detailed follow-ups to ensure all client concerns are resolved promptly.
Develop post-campaign case studies, showcasing successes and areas for improvement.
Maintain and update case logs or support databases as part of routine documentation.
Be open to travel for client meetings as required.

Requirements:

Proven experience in a customer support role, preferably within a healthcare or technical support environment.
Experience in handling support calls with healthcare professionals, demonstrating a unique combination of technical expertise and empathy.
Solid understanding of tier-based escalation procedures and how to apply them effectively.
Familiarity with US healthcare systems and workflows is highly desirable.
Strong communication skills, both verbal and written, tailored for a fast-paced support environment.
Exceptional organizational skills and attention to detail to prioritize and manage multiple tasks effectively.
Ability to work independently and adapt to dynamic client needs in the US healthcare industry.