Software Support Specialist
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Job Description
Software Support Specialist providing technical support with a focus on client relationships and efficient issue resolution. Working remotely Monday to Friday, supporting clients via various channels.
Responsibilities:
- Provide technical support to clients via email, phone, online live support, or other designated channels.
- Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume.
- Quickly diagnose critical and complex issues, escalating as necessary.
- Participate in the Learning Lab at the annual user group meeting.
- Formulate ideas to enhance Knowledge Base content.
- Complete computer checkouts for issues related to computer performance.
- Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps.
- Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members.
- Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines.
- Document detailed records of customer interactions, accounts, and file documents through the online ticketing system.
- Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed.
- Submit time-off requests in a timely manner, obtaining prior approval from Management.
- Adhere to all rules and regulations outlined in the Employee Handbook.
Requirements:
- Proficient in reading, writing, comprehension, and effective presentation skills
- Applies common sense, follows instructions, and demonstrates basic math skills, understanding financial reports.
- Punctual, reliable, exercises judgment, applies feedback, monitors performance, maintains professionalism under pressure, and sets/achieves goals effectively.
- Strong understanding of products/services, synthesizes complex information, identifies timely solutions, proficient in gathering, analyzing information, and communicates effectively in both 'Techie' and 'End User' languages.
- Provides prompt, attentive customer response, incorporates feedback for service improvement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively participates in meetings, appropriately escalating challenges.
Benefits:
- Work from Home Monday to Friday
- Follow US Holidays
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