Customer Support Specialist

Overview

The Customer Support Specialist is responsible for learning and providing software application and technical assistance to our customers on a single product. This position plays a key role in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.

Duties & Responsibilities

• Learn and provide to our external customer base exceptional and meaningful assistance on one of our product offerings via established channels (phone, e-mail, web portal and chat)
• Respond to client’s application and system issues per our service level agreements
• Diagnose, troubleshoot, and resolve application, technical, and hardware issues
• Provide education to customers focused on functionality, features and best practices so they can become more self-sufficient
• Clearly and concisely document all correspondence and activities related to cases in CRM or other specified tools
• Properly escalate potential problems as needed to next tier, leadership, etc.
• Perform remote dial-in support to customers as needed
• Conduct/participate in scheduled conference calls with customers
• Adhere to established processes and workflows; specifically, as it relates to solidifying a positive experience with every customer interaction
• Manage customer case load with CRM (and other provided) tool(s) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or the company as a whole
• Participate in team, department and company meetings as scheduled
• Seek continuous product knowledge and industry knowledge
• Participate in training opportunities to continually increase solution knowledge
• Work to meet or exceed individual, department, and corporate goals and imperatives
• Work effectively and efficiently as an individual and within a team
• Work collaboratively with other departments to ensure organizational and customer success
• Perform other duties and projects as assigned

Skills Required

• Technical-related Associate degree and/or 2 years of progressive experience within technical service/support role
• Excellent time management, resource organization and priority setting skills, and the ability to multi-task in a fast-paced environment
• Proven aptitude for learning complex software/hardware solutions
• Strong customer service skills
• Critical-thinking skills to proactively process and resolve challenges independently and with deliberate time management
• Strong written and verbal communication skills
• Ability to use sound decision-making in support of customer and business needs
• Self-motivated
• Collaborative mindset
• Solid troubleshooting and research skills that help resolve issues to drive customer outcomes
• Ability to stay calm in pressurized situations and coach customers through solving problems

Qualifications Required:

• Bachelor’s Degree in Computer Science, IT or related field
• Basic knowledge/experience with the healthcare industry
• Basic knowledge in VMWare, SQL Server, SQL Query Language, Troubleshooting tools, Windows Servers and Desktops, Cloud Technologies

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