IT Support Specialist

POSITION OVERVIEW

As an IT Support Specialist at Jackson Healthcare, you will play a crucial role in delivering top-notch customer service and technical support, troubleshooting and resolving customer inquiries and issues. You will interact with customers from multiple companies via various channels, including phone, email, and chat, and provide them with solutions, information, and support to ensure that issues are resolved to their satisfaction.

ESSENTIAL RESPONSIBILITIES

• Customer Interaction
• Provide timely and accurate responses to customer inquiries and technical support requests through phone, email, chat, or other designated channels.
• Listen actively to customer concerns, assess their needs, and offer solutions or guidance accordingly.
• Maintain a friendly, empathetic, and professional attitude while assisting customers.
• Ask technical questions and explain technical issues in a way that less technical people will easily understand.
• Issue Resolution
• Diagnose and troubleshoot technical problems described by customers.
• Identify and escalate complex issues to the Operations team.
• Follow up with customers to provide regular updates, and to ensure their issues have been resolved to their satisfaction.
• Product Knowledge
• Acquire and maintain an understanding of the company's supported software applications.
• Learn and become proficient in IT services provided to Jackson Healthcare companies.
• Stay up to date with product updates and feature changes, ensuring customers receive current information and training if needed.
• Documentation
• Document customer interactions and issue resolutions accurately in the Support Center IT Service Management system (ServiceNow).
• Keep all incident and request tickets updated with thorough, detailed information.
• Maintain detailed records to facilitate knowledge sharing and reporting.
• Produce informative and helpful Knowledge Base articles, in order to assist customers in resolving their own issues and understanding technology that improves productivity.
• Team Collaboration
• Collaborate with team members and escalate issues to supervisors when appropriate.
• Share customer feedback, common issues, and improvement suggestions with the team to enhance service quality.
• Provide meaningful input of ideas for improving customer service, timely resolution of technical issues, and ways to address recurring issues to prevent them in the future.
• Aid in the onboarding process for new team members, sharing training, best practices and knowledge.
• Quality Assurance
• Adhere to established support center processes and guidelines.
• Participate in regular quality assessments and training programs to enhance skills and knowledge.
• Actively seek learning opportunities and share that information with the team.

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS

• Associate's or Bachelor's degree in Computer Science or Information Technology preferred.
• 3 - 5 years of prior experience in customer service, technical support, or a related role.
• Basic IT Certifications (ServiceNow Practitioner Support Specialist, Security+, Net+, or other related certification) preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Ability to explain technical issues in a way that non-technical people will easily understand.
• Ability to work in a fast-paced, team-oriented environment.
• Flexibility to work various hours, including participation in after-hours support rotation with the Support team that may include evenings, weekends, and holidays, as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

• Self-Development: Has a broad range of expertise and understanding of the Company’s objectives.
• Resourcefulness: Applies Company policies and procedures to resolve a variety of issues.
• Innovation: Handles problems of a moderate scope requiring a review of a variety of innovative factors.
• Quality: Optimal results are submitted with less corrections. Management will oversee work to identify areas of improvement.
• Decision-Making: Exercises judgement within defined procedures for best results.
• Communication: Effective communication builds productive internal and external working relationships.
• Teamwork: Receives little instruction on daily work and new assignments and engages with the team.
• Technical: Demonstrates solid working knowledge of core technical skills and systems. Independently completes standard technical tasks and applies best practices. Troubleshoots routine technical issues.