Customer Service- Technical Support Specialist

Description

A Technical Support Specialist is not your typical person in a client-facing role. Our Technical Support Specialists rectify existing problems and troubleshoot potential problems, while utilizing excellent, in-depth knowledge of company products.

They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support for new clients and on-going support and training to current clients is one of our three-fold objectives as a company.

Requirements

DUTIES AND RESPONSIBILITIES

• Responding to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
• Act with determination and full ownership to resolve all cases with importance on first contact resolution
• Develop an understanding of product knowledge, architecture, and solutions
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
• Exhibit a speed to success through effective troubleshooting
• Highlight the ability to resolve synchronization software functioning issues
• Responsible for managing cases and ensuring timely resolution of client concerns
• Provide expert advice to assist clients with the health of their business through using Solutionreach software
• Demonstrate drive for the success of our client’s practices
• Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
• Responsible for empowering and educating clients on self-help options by teaching customers...