indeed
Remote Client Services Analyst
QHR Technologies
Remote, CAN
Full-time
Remote
$45,000 annually
Discovered 1 weeks ago
Client supportApplication supportTechnical troubleshootingSalesforce CRMService-level agreement managementSoftware installation
Free
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Client supportApplication supportTechnical troubleshooting
Role Overview
Provide remote application support to Canadian healthcare clients through email and phone.
Route questions about sales opportunities, software licensing, and user management.
Key Skills for This Role
Client supportApplication supportTechnical troubleshootingSalesforce CRMService-level agreement managementSoftware installation
Full Job Posting
Role Overview
Provide remote application support to Canadian healthcare clients through email and phone.
Route questions about sales opportunities, software licensing, and user management.
Essential Functions
- Review outstanding cases and meet service-level agreement requirements.
- Own client-services calls and queue cases, monitor trends, and suggest solutions.
- Resolve customer cases in Salesforce CRM before escalation when appropriate.
- Provide shadowing and training to staff and customers.
- Participate in the scheduled after-hours client-services phone rotation.
- Support acquisition products and communicate with external contractors when required.
- Maintain case-close rates and quality scores within departmental standards.
Additional Expectations
- Use documented escalation processes and communicate major departmental issues to team leads.
- Maintain professionalism, confidentiality, and focus during challenging situations.
- Provide peer mentoring and feedback on process improvements.
- Perform other duties consistent with the position as directed by the manager.
Qualifications
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