Support Specialist
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Job Description
Application Support Specialist troubleshooting ImageTrend software for healthcare and emergency-response organizations. Resolving customer issues through calls, email, chat, ticketing, and cross-functional escalation.
Responsibilities:
- Acquire in-depth knowledge of ImageTrend products and service offerings
- Troubleshoot customer issues and answer incoming calls, emails, or chat questions
- Resolve issues immediately or track and follow through on open issues through escalation and resolution within agreed-upon SLAs
- Proactively communicate updates and follow up with customers and internal teams
- Own the communication process and update CRM, ticketing, and other internal systems
- Collaborate with Support and cross-functional teams to escalate, follow up, progress, or solve client issues
- Interact professionally with customers to enhance their experience
- Assist with testing and duplicating unknown software and hardware problems
- Complete special projects and assigned tasks
- Develop understanding of the business processes supported by ImageTrend products
- Travel to orientation, industry or company events, and onsite meetings as required
- Perform additional duties as assigned
Requirements:
- Degree or the equivalent combination of education and relevant work experience
- Proven customer service experience supporting a software solution or technology product base, preferably in the Public Safety or Healthcare industry
- Strong interpersonal and communication skills, both written and verbal
- Strong troubleshooting, analytical and creative problem-solving skills
- Time management skills and ability to succeed in a fast-paced environment and adjust to changing priorities
- Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
- Technical aptitude to learn new systems
- Knowledge of MS Office Suite or similar tools
- Ability to maintain discretion when handling proprietary and confidential information
- Enthusiasm for learning and expanding knowledge or skills
- Strong work ethic, integrity, honesty, collaboration and team orientation
- Ability to travel up to 10% annually
- Ability to work 100% virtually anywhere in the US while following the Remote Work Policy
Benefits:
- Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans
- Flexible PTO
- Sick Days
- Holidays
- Parental Leave
- Volunteering
- Roth or Traditional 401(k)
- Employer Match
- Remote, Hybrid & Onsite options
- Flex & Alternate Scheduling Arrangements
- Internal growth
- Tuition Reimbursement
- Professional Development
- LinkedIn Learning access
- Community Gains Incentive Program
- Referral Bonus Program
- Employee Assistance Program
- Bonus
- Community gains
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