Andre Penick Email & Phone Number

Andre Penick is a IT Support » Customer Consultant » "Restart Workstation Advocate" at Greenway Health.

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  Senior Client Care Technician L2

  Greenway Health

  Aug 2012 - Present - Birmingham, Alabama, United States

  Customer Support Consultant (Dental Team), MediaDent Division • Provide full support to healthcare clients regarding the SuccessEHS software and MediaDent Dental Software, including helping customers resolve support issues that are both critical and non-critical in nature, educating customers on the product, and championing critical issues throughout the company.• Exercise discretion when accessing protected patient health information as it relates to client issues and needs.• Participate in after-hours and weekend on-call support on a rotating basis.• QA and testing of software to ensure successful software upgrades.• Serve as the primary client contact during daily phone support, monitor and follow up on client issues through to resolution.• Exercise independent judgment in determining the nature of the problem, how to resolve the issue, and when to ask for assistance.• Work through all client issues in a timely and efficient manner in order to ensure client satisfaction.• Log reported problems and resolutions in internal call tracking system.• Recreate and document client issues in internal tracking system in a manner that programmers, QA analysts, and other Customer Support employees can further analyze the issue in order to reach the most efficient resolution.• Serve as a liaison between the client and other departments, such as SuccessEHS programmers, database analysts, and system administrators in order to achieve full resolution on client issues.• Continue education of applicable software, hardware, and networks in order to maintain advanced knowledge.