Product Support Specialist
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Job Description
Product Support Specialist serving as the main contact for technical issues with CensiTrac products. Ensuring client satisfaction and resolution on support matters through effective communication.
Responsibilities:
- Act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues
- Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues
- Independently solve and research complex technical and application-related customer inquiries by phone and email
- Facilitate the customer concern to higher tiers
- Coordinate with clients and appropriate internal departments to ensure clients are properly serviced
- Develop and maintain an in-depth understanding of the CensiTrac product suite
- Participate in (after-hours) on-call rotation
- Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)
- Participate in process-improvement projects in the Technical Support department
Requirements:
- Associates or bachelor’s degree in related area or equivalent experience
- 1-3 years of customer support, SaaS preferred
- 1-3 years Healthcare/SPD experience preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation, writing, organizational, analytical, and problem-solving skills
- Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Remote work options
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