Remote Technical Support Specialist

Job Description

REQUIREMENTS

• Experience in a customer support environment
• It is recommended that you have two years’ experience of providing customer and operations support in a technical environment
• Technical background in a healthcare environment (preferred but not required)
• Experience with Salesforce CRM a plus
• Bachelor’s degree in business, marketing, technology, or related field preferred
• Software management, testing, ticketing, and interfacing with software developers/operations
• Proficiency with computer and applicable software packages, including Microsoft Office products – Outlook, Word, Excel, Internet and E-mail
• Electronic Medical Record workflow knowledge a plus

RESPONSIBILITIES

• Resolving and classifying technical issues in a timely manner, answer inquiries, and provide effective resolutions to close out issues
• Managing customer tickets and reporting through online customer relationship management application
• Maintaining customer records by updating account information
• Creating documentation
• Participating in interoperability testing.
• Work closely with internal stakeholders and be the primary point of contact for customers
• Conduct welcome calls with new customers and provide telephone and web-based training and support to ensure retention, satisfaction and that consumers get the most from SES services
• Recommend potential products or services to management by collecting customer information and analyzing customer and market needs
• Prepare product or service reports by collecting and analyzing customer information
• Implement process improvements to promote operational success
• Contribute to team efforts by accomplishing related results as needed

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