Solution Support Representative - Part Time

About the role

Provide first-contact technical support that resolves routine client issues and routes complex cases while maintaining accurate documentation and service standards.

Responsibilities

• Respond to client support requests through phone, portal, and remote tools and resolve routine technical or solution issues
• Diagnose client problems using standard troubleshooting methods and knowledge resources
• Document all support interactions, issue details, and resolution steps in tracking systems
• Escalate or transfer issues requiring deeper technical analysis based on defined processes
• Follow established support workflows, service standards, and documentation practices
• Collaborate with internal teams and external stakeholders to progress issue resolution
• Maintain adherence to service level agreements and contribute to workflow improvements, including use of AI-enabled and automated support processes

Qualifications

Required:

• Strong technical aptitude with the ability to learn new systems quickly, troubleshoot issues, and effectively support technology-based solutions
• Strong written and verbal communication skills
• Attention to detail in documentation and case tracking
• Ability to manage time and prioritize workload
• Consistent customer service skills in client interactions
• Associate degree or equivalent relevant work experience

Preferred:

• At least 1 year of experience in technical support, help desk, or customer service
• At least 1 year of experience supporting software solutions in a healthcare environment
• Familiarity with healthcare workflows such as clinical processes
• Experience using ticketing or customer relationship management software
• Bilingual communication skills such as Spanish and English