Pellera
Pellera

Customer Support Specialist - Remote, Off-hours schedule.

Remote in Houston, TX, US • Posted 2 hours ago • Updated 2 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

👾 Reticulating splines...

Job Details

Skills

  • Team Leadership
  • Managed Services
  • Electronic Health Record (EHR)
  • ITIL
  • Recruiting
  • Performance Management
  • Project Management
  • Preventive Maintenance
  • FLSA
  • Documentation
  • Mentorship
  • Training
  • Standard Operating Procedure
  • Knowledge Management
  • Database
  • Communication
  • Customer Support
  • Technical Writing
  • Management
  • Microsoft Office
  • Critical Thinking
  • Customer Service
  • Call Center

Summary

Practice: Managed Services

Position Title: Customer Support Specialist

Position Location: Remote, Work hours reflect Central Time Zone hours.

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.

Work Schedule:

Pellera is hiring for two separate roles with this posting with two specific schedule options.

Saturday to Tuesday - 6am CST to 4:30pm CST

Monday to Wednesday, and Saturday - 11:30am to 10pm CST

FLSA Status:

Non-Exempt.

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.
  • Assist 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10351101
  • Position Id: 2313
  • Posted 2 hours ago
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