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Customer Support Analyst in Alpharetta, GA at CIOX Health

Date Posted: 3/2/2019

Job Snapshot

Job Description

Customer Support Analysts provide support to the customer service and collection departments.  Most of the work performed in this position is responding to customer emails regarding status updates, billing disputes and invoice adjustments.  Other jobs duties include taking and applying payments, reporting processing errors and researching accounts/invoices for special projects.


  • Meet personal/team email goal targets and quotas
  • Answering a high volume of emails on a daily basis
  • Analyze and identify patterns of incorrect billing, indexing errors, and client disputes by reviewing accounts for accuracy
  • Investigate and respond to customer inquiries regarding billing disputes
  • Research appropriate billing types and verify them against existing statutes.
  • Submit billing adjustments as necessary.
  • Processes cancellation requests.
  • Works with clients to obtain fee approval for requests that exceed established pricing thresholds
  • Assist customer service and collections to develop possible resolutions.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommend potential CIOX products or services to customers
  • Performs other duties as assigned.


  • Experience in an office environment, preferably in business to business collections or customer service
  • Type 45 words per minute
  • Possess effective verbal and written interpersonal communication and listening skills.
  • Proven customer support experience
  • Working knowledge of the Microsoft Office Suite, especially Word and Excel.
  • Must be able to apply appropriate billing statues.
  • May require knowledge of specific account types and billing procedures.
  • Ability to work with accuracy in a fast-paced environment, while providing excellent customer service.
  • Be very organized and be capable and willing to multi-task.
  • Ability to work both independently and as part of a team.
  • Ability to sustain continuous pressure, withstand conflicting requirements.
  • Possess strong time management skills.
  • High School diploma or equivalent.