Customer Support Specialist - 100% Remote!

Remote position reporting to the Team Lead, Customer Support.

About the role

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 managed using ITIL methodology.

Schedule: Monday through Friday, 11:30am – 8:00pm CST. FLSA Status: Non-Exempt.

Responsibilities

• Provides first-level support for inbound interactions and requests from end users, staff, and patients.
• Maintains end-to-end responsibility for end-user support needs, delivering timely, reliable, and courteous service.
• Participates in and adheres to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Mentors and trains new Customer Support Specialists.
• Acts as a touchpoint to hand off in-depth issues before escalating out of the Level 1 support group.
• Conducts regular queue management to ensure adherence to standard operating procedures.
• Maintains appropriate skill levels to handle incidents and requests in line with established service levels.
• Provides feedback and intelligence gained through customer interactions.
• Makes or suggests updates to the Knowledge Management databases.
• Performs other duties as assigned.

Requirements

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

Skills

• Excellent verbal and written communication skills.
• Professional handling of telephone calls, emails, chats, and voicemails.
• Technical writing experience.
• Innovative, team-oriented problem solver.
• Strong interpersonal and customer service skills.
• Commitment to providing quality service.
• Excellent organizational, time management, and follow-through skills.
• Ability to prioritize tasks and delegate when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and critical thinking.
• Typing speed of at least 25 words per minute.

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.