Software Support Analyst I

As the multiyear winner of the Best in KLAS award for Long-Term Care Software and Home Health and Hospice EMR, MatrixCare is an industry leader in interoperability and is trusted by thousands of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. They help providers connect and collaborate across the care continuum to optimize outcomes and successfully manage risk. Simply put, MatrixCare empowers providers-giving them vital information to deliver what people need, when they need it.

MatrixCare knows the power of smart technology. Their solutions are changing the way people give and receive care in out-of-hospital care settings, and are built to adapt and grow with the industry, ultimately yielding successful outcomes.

MatrixCare is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). Visit www.matrixcare.com and follow @MatrixCare on Twitter.

Customer Support Analyst

The Customer Support Analyst is a valued member of our MatrixCare family. Individuals who are successful in this role have a passion for helping others and a heart to serve. The Customer Support Analyst is the first stop for many in their MatrixCare career who are looking for experience, development and a path for their future.

If you are passionate about working for a company that has a purpose you can connect with and appreciate the innovation of a technology company, then MatrixCare is the place for you!

As our Customer Support Analyst, you will:

• Be part of a supportive and fun team; contributing to team goals and celebrating success as a team
• Be trained in and have the tools you need to succeed; utilize your experience, analytical skills, knowledge base, user guides and other internal resources to resolve application and technical issues
• Provide support to MatrixCare customers, identifying root causes of an issue as well as solutions
• Have a strong attention to detail and an urgency to follow through; utilize the Microsoft CRM call tracking software to log customer information and reported issues
• Learn how to perform basic and advanced troubleshooting and problem replication in order to identify/verify underlying cause of customer reported problems
• Be the first point of contact for our customers; contributing to the maintenance and improvement of knowledge base as a tier one resource
• Have support when you need help; escalate calls to second tier analyst according to defined support processes
• Have a variety of responsibilities to learn and grow from; performing tasks such as regression QA testing, webinars and mentoring
• Demonstrate proactive communication to clients after identifying common issues reported to support
• Have an opportunity to earn more along the way by participating in after hour on call rotation

Skills and Experience beneficial for the Customer Support Analyst position:

• Excellent customer service skills
• Good problem-solving and prioritization abilities
• Excellent verbal and written communication skills
• Ability to work in a team environment
• Ability to multi-task
• Bachelor's degree OR equivalent experience
• One to two years' experience working with personal computers
• Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred, but not required

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!