Support Consultant

Medfusion Cary , NC 27518

Posted 3 months ago

Summary of Role:

In this position you would be responsible for assisting customers by providing product and service information, resolving issues and driving further product usage. This position will report directly to the Manager of Customer Care.

Knowledge, Skills, Abilities:

  • Ability to pay close attention to detail

  • Strong communication skills with exceptional phone etiquette

  • Ability to work well both independently and within a team

  • Exceptional time management skills

  • Customer first mindset with a focus on quality

  • Experience supporting Software as a Service

  • Tech savvy, ability to learn new software products quickly

  • Action oriented problem solver

  • Displays initiative to resolve issues, working cross functionally to take care of clients needs

  • Displays a proficiency with supporting all Medfusion products


  • Serve as first line of support for customers by answering incoming calls and responding to support tickets and chats.

  • Receive, research, resolve, and document client support issues while maintaining established service level agreements.

  • Follow up with customers to ensure resolution.

  • Contribute to customer facing knowledge base by authoring and maintaining articles.

  • Document all client activity in a timely fashion.

  • Recommend potential product enhancements or services to management by collecting voice of customer.

  • Maintain an up-to-date knowledge of all products.

  • Prepares reports as needed by collecting and analyzing customer information.

  • Respond to inquiries from management and department head regarding support issues as needed.

  • Participate in the development plans and QA of product releases as assigned.

  • Other related duties as assigned.

Qualification Requirements:

  • Hours of operation may include after business hours and weekend work, as needed to provide customer coverage

  • Four-year Bachelors degree preferred

  • Minimum one year of proven, customer service experience

  • Healthcare or Healthcare information technology knowledge a plus

  • Shift Work either 8:00AM 5:00PM or 11:00AM-8:00PM

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Support Consultant