Technical Support Specialist
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Job Description
Technical Support Specialist providing software application support for PatientNow customers via phone, email, and ticketing systems. Aiding clients in maximizing efficiency and satisfaction across PatientNow's platforms.
Responsibilities:
- Provide software application support for PatientNow customers via phone, email, and ticketing systems.
- Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction.
- Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.
- Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.
- Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.
- Identify, prioritize, and escalate complex or high-impact issues according to established support procedures.
- Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met.
- Recommend alternative solutions and best practices that improve customer outcomes and platform adoption.
- Stay current on PatientNow products, new feature releases, industry trends, and support processes.
- Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.
Requirements:
- 1+ years of software support, technical support, customer service, or help desk experience.
- Experience troubleshooting software applications and resolving customer issues in a timely manner.
- Strong technical aptitude with the ability to learn and support multiple software products.
- Experience supporting EMR, Practice Management, CRM, or healthcare technology platforms preferred.
- Experience using CRM and ticketing systems to manage customer cases and documentation.
- Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.
- Excellent written and verbal communication skills.
- Strong customer service orientation with a commitment to delivering exceptional experiences.
- Ability to multitask, prioritize workload, and manage competing demands in a fast-paced environment.
- Effective problem-solving and analytical skills.
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