Client Support Specialist

About the role

The Client Support Specialist serves as the primary point of contact for participants through various channels, resolving both non-technical and technical issues. They manage user environments, troubleshoot data and platform issues, and provide support across operational and project support areas.

Responsibilities

• Serve as point of contact for participants through emails, support tickets, and calls regarding questions about HIE support.
• Diagnose and resolve non-technical and technical issues.
• Manage user in the appropriate environment.
• Troubleshoot and resolve data and platform issues.
• Triage incoming service requests and escalate as needed.
• Document outcomes of support in the ticketing system.
• Manage patient consent status in appropriate platform.
• Process Request for Information (ROIs) submitted by patients.
• Respond to support requests via email, ticketing system, or phone within SLA guidelines.
• Follow standard help desk procedures.
• Maintain effective working relationships with internal stakeholders and external participants.
• Provide after-hours support in on-call rotation.
• Provide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.
• Works with vendor support contacts to resolve technical issues.
• Works collaboratively with IT and BAM team to ensure business applications systems are used in accordance with approved Contexture role-based access control policy.
• Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.
• Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.
• Understanding of how Okta or other Multi-factor authentication tools operate.
• Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).
• Knowledge of Microsoft Teams.

Qualifications

• Minimum of 2+ years’ experience in operational support of health information technologies, customer service, and healthcare required.
• High school diploma or GED required.
• Bachelor's Degree preferred in Information Technology, Computer Science, or Business Administration or related field preferred.