Associate Technical Support Engineer

About the role

Troubleshoots user training and technical issues with CentralReach products.

Responsibilities

• Consult with customers to handle inquiries and resolve issues.
• Address customer issues and questions promptly and with a positive attitude.
• Conduct technical product research for customers and respond via phone, email, and internal client support system.
• Provide accurate information about the products and services.
• Accurately document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Meet targets set for response time, resolution time, and customer satisfaction.

Requirements

• College degree and/or technical support and technical troubleshooting experience.
• 1+ years previous experience in customer service, IT, or other related fields.
• EMR/EHR experience is highly preferred.
• Knowledge of healthcare compliance and HIPAA.
• Familiarity with the field of ABA is a plus.
• RBT or BCBA certification is not required, but also a plus.

Qualifications

• Strong empathy for customers.
• Ability to build rapport with clients.
• Proficiency with technical products and ability to diagnose complex problems.
• Ability to prioritize and multitask.
• Positive and professional demeanor.
• Ability to provide technical consultation and make best practice recommendations.
• Highly organized with superb attention to detail.
• Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet.
• Ability to communicate clearly and concisely, verbally and in writing.
• Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives.
• Be comfortable working in a distributed, semi-virtual environment.
• Be able to take minimal direction from others and provide maximal output for yourself (and others).

Skills

• Strong empathy for customers.
• Ability to build rapport with clients.
• Proficiency with technical products and ability to diagnose complex problems.
• Ability to prioritize and multitask.
• Positive and professional demeanor.
• Ability to provide technical consultation and make best practice recommendations.
• Highly organized with superb attention to detail.
• Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet.
• Ability to communicate clearly and concisely, verbally and in writing.
• Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives.
• Be comfortable working in a distributed, semi-virtual environment.
• Be able to take minimal direction from others and provide maximal output for yourself (and others).

Benefits

Competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave.

Pay

$40,000—$50,000 USD

Schedule

Hybrid work schedule.