Associate Specialist Customer Care - Application Support

 

What you will be doing:

The primary purpose of this role is to act as an associate level specialist in order to prepare the analyst for the specialist role.  The associate specialist role provides first and second tier product application support for the Premier suite of web-based products. This position would be responsible for developing the skill set necessary to solve high priority and/or complex issues; to engage the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction.

Customer issues typically involve questions and technical and complex application issues related to the reports generated by the Premier Quality Enterprise Suite of Applications. This role will be expected to learn the skills required to perform detailed research using their high-level knowledge of the end-user product(s). This role will work closely with Tier 2 team of specialists to determine and communicate resolution on issues, which require Tier III escalation. This role will also be expected to share knowledge acquired through formal/informal training sessions with less-experienced staff.

Key Responsibilities

First Tier Client Support– 75%

• Receive incoming customer inquiries from hospital-based and internal product users via the telephone or email. 

• Accurately log and update all inquiries into the customer relationship management system (currently Salesforce.com)

• Work directly with customers to research/resolve application and technical inquiries

• Escalate unresolved issues appropriately

Second Tier Client Support– 20%

• Receive complex and/or high priority customer issues that were unable to be resolved by First Tier Support Analysts.

• Accurately update activities into defect management system (currently ADO)

• Direct communication with customers to apprise user of issue status and/or gather more user feedback

• Assist the Tier 2 Specialist with researching issues as well as help coordinate research efforts with Premier IT and/or product operations under the direction of the Tier 2 specialist

• With guidance from the Tier 2 specialist work toward incorporating acquired end-user product knowledge with the creation/execution and learn to create SQL queries to confirm/isolate nature of technical/product issues

• With guidance from Specialists, communicate system issues to internal staff

Development Project Resource– 5%

• Participate in development project teams which may include support lead for beta clients; assistance in quality assurance testing; developing support processes to account for product changes; etc.

​Required Qualifications

Work Experience:

Years of Applicable Experience - 2 or more years

Education:

High School Diploma or GED (Required)

 

Preferred Qualifications

Skills:

• Exceptional organization and time management skills including multi-tasking and the ability to adapt to changing priorities; attention to detail and follow through

• Self-motivated problem solver; approach problems and issues in a logical/systemic manner; research issues to the lowest level to secure answers and resolve issues decisively

• Ability to document and interpret input from both the internal and external customer base. This information will be used to initiate and complete in-depth analysis and research. The details will be entered, updated, and maintained into the CRM application (Salesforce)

• Technical skills to include:

  • Web Browser knowledge (includes Internet Explorer, Chrome, Firefox) (Intermediate)

  • Microsoft Office Suite (intermediate)

  • Basic understanding of computer networks

  • Basic understanding of databases and database tables

Experience:

• 2-3 years technical and application support in a remote-support environment

• Ability to document and communicate the results of their research in a clear, concise, and organized format. This includes need to communicate complex and technical information in a clear, concise manner for less technical audiences.

• Ability to understand and work effectively within Premier’s internal structure. This includes Operations Management, ITS Portfolio Management, Technical Operations, and Product Development teams

• Ability to identify issues that may affect the global user base and ensuring that the issue receives appropriate and timely attention as well as making sure that the issue is escalated in a timely and efficient manner

Preferred Education:

Bachelor's Degree

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time 

• Be adaptive and change priorities quickly; meet deadlines 

• Attention to detail 

• Operate computer programs and software 

• Ability to communicate effectively with audiences in person and in electronic formats.   

• Day-to-day contact with others (co-workers and/or the public) 

• Making independent decisions 

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions 

 

Working Conditions: Remote

 

Travel Requirements: No travel required

 

Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met.

 

Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $43,000 - $79,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.

Employees also receive access to the following benefits:

·       Health, dental, vision, life and disability insurance

·       401k retirement program

·       Paid time off

·       Participation in Premier’s employee incentive plans

·       Tuition reimbursement and professional development opportunities

Premier at a glance:

• Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020 and 2022, and 49th Healthiest Employer in America (2022)
• ​Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 13th year in a row
• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting
   

Employees receive:

• Perks and discounts
• Access to on-site and online exercise classes
• Paid time off to volunteer in their communities

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply.

Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to [email protected] or contact Premier Recruiting at 704.816.5200.

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