Customer Support Specialist - 100% Remote!

Practice: Managed Services

Position Title: Customer Support Specialist

Position Location: Remote

Reports to: Team Lead Customer Support

Job Summary:

Responsible for the day-to-day support of Managed Services Clients. By leveraging customer service skills and understanding today's technologies and Electronic Health Record software, solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

Essential Functions:

• Provides first level support for inbound Interactions and requests from end users, staff and patients.
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Exceptional Attendance is a must.
• Mentor and assist with training new Customer Support Specialists.
• Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases.
• Other duties as assigned.

Required Skills/Abilities/Competencies

• Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience
• Innovative, team-oriented problem solver.
• Excellent interpersonal and customer service skills. Strong commitment to providing quality service.
• Excellent organizational, time management and follow through skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and Critical Thinking.
• Ability to type at least 25 words a minute.

Education and Experience:

• High school diploma or equivalent.
• 2 years' experience working in a customer service role preferred but not required.
• Call Center experience preferred but not required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.