Cerner Customer Support Analyst - Spanish Speaking in Dublin, Ireland

33879BR

Job Title:

Customer Support Analyst - Spanish Speaking

Job Description:

Introduction to Cerner

We’re changing how people think about health care. We have passion for new ideas that are changing the world by the minute. Cerner has been improving health care IT for more than 30 years. Today, our technology supports health care systems, hospitals and doctor's offices of all sizes, company clinics, even collegiate and professional athletics. We have clients and offices around the globe. And we're just getting started.

The Role

The consumer care team in Dublin is a group providing first level support to US and European Patients on basic and medium difficulty requests. Support Analysts are responsible for service request investigation and resolution (supporting internal and external clients), developing education/knowledge transfer materials for associates and clients, providing input for defining user needs and solution-specific testing. Support Analysts will investigate, analyze, and provide comprehensive solutions for service requests by using applicable monitoring and troubleshooting tools. In this role you will be responsible for thorough documentation related to investigation and issue resolution.

What you’ll do:

  • Investigate and resolve routine problems received via phone, ticket or other electronic means by gathering information and using troubleshooting tools.

  • Recognize when to escalate issues by using applicable monitoring and troubleshooting tools

  • Provide exceptional customer service via phone and email, as appropriate

  • Document investigation and issue resolution thoroughly and in a timely manner

  • Research and use a knowledge base of information to quickly understand and diagnose issues

  • Adhere to policies, procedures and client notification requirements

Types of questions:

  • I cannot access my account.

  • I cannot see my latest results on the portal.

  • I don’t remember my security code.

What your day looks like:

  • As a Support Analyst your main responsibility will be to provide a great support experience to patients with the investigation and resolution of problems via phone.

  • Work on the resolution of technical issues or recurring issues by performing an in depth investigation and engaging all the required parties.

Expectations:

  • Ability to work a shift pattern (5 days on, 5 days off, 4 days on)

  • Possess decision making skills and ability to deal with ambiguity

  • Demonstrates ability to work on multiple projects

Auto req ID:

33879BR

Job Function :

Support

Street Address:

Newenham House, Northern Cross Business Park

Fourth Level

Malahide Road

Additional Information:

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.

Career Level:

Entry Level/ Junior Professional

City:

Dublin

Company Overview:

Be a part of something that matters. Something that affects every single person, every single day—people’s health and the care they receive.

Cerner is transforming health care by developing tools and technologies that make it easier and more efficient for care providers and patients to navigate the complexity of our health.

From single offices to entire countries, Cerner technology solutions are licensed by over 14,000 health care venues around the world.

Cerner Corporation, along with its subsidiaries and affiliates (“Cerner”), is proud to be an equal opportunity employer and a drug-free workplace.

Country:

Ireland

Qualifications:

Basic Qualifications:

  • Higher Certificate (Associate’s Degree) or equivalent relevant work experience

  • Excellent verbal and written communication skills in English & Spanish are required

  • Basic computer skills, including Microsoft Office Suite

Preferred Qualifications:

  • Bachelor’s Degree in General Studies or related field

  • At least 1 year of call center or phone support work experience

State/Province:

Dublin (Baile Átha Cliath)

Relocation Assistance Available:

No

Virtual Eligible:

No