Client Support Specialist

 

Client Support Specialist

 

What you will be doing:

The primary purpose of this role is providing first and second tier technical support for the ITS suite of products. This position is responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction.  Customer issues typically involve questions and technical issues regarding product functionality and the reports generated by the ITS products. This position is expected to perform detailed research through in-depth knowledge of the end-user product combined when appropriate with the creation and/or execution of SQL queries to confirm source data.  This position will work closely with the ITS Engineering teams to determine and communicate resolution on issues, which require Tier III escalation.  This position will also be expected to share knowledge acquired through formal/informal training sessions with less-experienced staff.

Key Responsibilities

Responsibility #1– 60%

Second Tier Client Support for Supply Analytics but not limited to Supply Chain Advisor, Pharmacy Spend and Premier Spend.

       •     Receive, research, and resolve complex and/or high priority customer issues.
       •     Accurately update activities into customer relationship management system
       •     Direct communication with customers to apprise user of issue status and/or gather more user feedback
       •     Actively work on researching issues while coordinating research efforts with ITS Product portfolio teams and/or product operations
       •     Incorporate in-depth end-user product knowledge with the creation/execution of SQL queries to confirm/isolate nature of technical product issues
       •     Escalate issues ITS portfolio team which cannot be resolved
       •     Communicate system issues to internal staff

Responsibility #2 – 20%

Mentoring / Training
       •     Mentor new staff on product troubleshooting and support procedures
       •     Provide both formal and informal training to less experienced staff to facilitate knowledge transfer on subjects including new product functionality; technical troubleshooting; client service skills; etc.
       •     Create/update support process documentation

Responsibility #3 – 10%

First Tier Client Support
       •     Receive incoming customer inquiries from external and internal product users via the user-preferred media: telephone, online client portal or email.
       •     Accurately log and update all inquiries into the customer relationship management system
       •     Work directly with customers to research/resolve application and technical inquiries
       •     Escalate unresolved issues appropriately

Responsibility #4 – 10%

Development Project Resource
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 - 4 or more years

Education:

High School Diploma or GED (Required)

 

Preferred Qualifications

Skills:

       •     Technical and application support in a remote support environment
       •     Advanced level proficiency of at least one of Premier Informatics products

Experience:

       •     Outstanding customer service
       •     Advanced knowledge of Clinician Performance, MIPSwizard, OperationsAdivsor

Education:

• HDI Customer Support Specialist Certification or SSPA Certified Support Professions I & II

 

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 $51,000 - $95,000. 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.  EEO / AA / Disabled / Protected Veteran Employer.

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 diversity_and_accommodations@premierinc.com or contact Premier Recruiting at 704.816.5200.

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