Customer Support Specialist - Remote role!

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 that is managed using ITIL methodology. The work hours for this role are 1st shift, Monday through Friday. FLSA Status: Non-Exempt.

Responsibilities

• 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.
• Assist 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.

Requirements

• 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 per minute.

Qualifications

• 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.

Schedule

Monday through Friday, 3:00 pm CST to 11:30 pm CST (1st shift).

Additional Details

Location: Remote. Reports to: Team Lead Customer Support. FLSA Status: Non-Exempt.