Customer Support Analyst Job

Children's Health - Analyst Careers

Job Number: 54712

Location: Dallas, TX

Date Posted: 7-4-2018


Customer Support Analyst

Job Summary:

  • This job is responsible for providing telephone support to customers by performing level I and II troubleshooting techniques and resolving customer issues related to the entire data processing system.
  • This position is responsible for supporting the portfolio of active applications (currently in excess of 1,300 business and clinical applications) for a customer base that includes internal customers, vendors, patients and their families, community clinics, referring physicians, and others (currently numbers approximately 14,000).
  • In addition to phone support, this position is responsible for providing on-site support resolving, or appropriately escalating, customers' technology issues; coordinating process improvements across teams and departments; data center monitoring and operations; and understanding operational workflows.
  • This position provides front line support to ensure that the organization's compliance and information security policies are enforced, ensuring compliance with those policies and procedures.

Job Responsibilities:

  • Answer telephone calls and/or provide on-site support for users relating to software, hardware and network issues; investigate nature and scope of problem by asking relevant questions and analyzing the facts to determine appropriate solutions. Appropriately document interactions in the call tracking system.
  • Identify, assess and resolve problems through research, vendor contact or contact with other department staff; analyze software, hardware and network functionality to assist in troubleshooting user issues; perform data security and account management.
  • Perform data center monitoring activities including incident identification, resolution analysis, and escalations as appropriate.
  • Identify process inefficiencies and improvements. Work with team members to develop improved processes, working with other teams as needed to ensure excellence in customer support and issue resolution.
  • Maintain a log of calls and enter calls into the call tracking database; develop standard and ad-hoc reports from the call tracking database for management use; ensure user inquiries and issues are assigned to the appropriate staff; follow-up with callers to ensure that problems have been resolved.
  • Maintain technical expertise for all approved and installed applications in order to support user community through participation in educational programs, current literature, in-service meetings, workshops or other methods.
  • Complete special projects and other duties as assigned.

Job Profile:

  • Has developed breadth and/or specialized skills in a range of processes, procedures and systems, or acts as the technical expert within the discipline
  • Uses knowledge of how related teams impact achievement of objectives; regularly interacts with other teams
  • Provides advanced subject matter guidance to more junior team members; may allocate work to less experienced colleagues
  • Identifies and solves complex problems that arise with little or no precedent
  • Impacts the effectiveness of own team and closely related teams
  • Develops and recommends solutions to existing challenges that can be adopted broadly within the organization
  • Clearly and accurately conveys complex (potentially sensitive or controversial) information


  • Required: Minimum 3-5 years of Service Desk, Desktop Support, or related technical experience
  • Required: High school diploma or equivalent
  • Preferred: Healthcare experience
  • Preferred: Two-year Associate's degree or equivalent experience

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