Technical Support Representative I (Technical Support Engineer I) - REMOTE
About Our Client
The organization operates in the healthcare software industry, providing SaaS solutions that assist caregivers by harnessing data to improve human health outcomes. Their products support patient recovery and quality of life across various medical specialties, covering the continuum of care from hospital to home. As a high-growth, profitable company, they emphasize a flexible work environment and progressive benefits to support their staff.
About the Opportunity
The Technical Support Representative I is responsible for providing end-user support for the organization's software applications used by clients in technical, clinical, billing, and administrative roles. This role involves managing client issues from initial contact through resolution, ensuring reliable support and enhancing user experience.
Responsibilities
- Analyze and resolve client issues within department guidelines and timeframes.
- Respond to client inquiries, concerns, and requests regarding products and services.
- Research, diagnose, troubleshoot, and identify solutions to system issues; escalate unresolved problems appropriately.
- Troubleshoot client software issues, including software updates and dependency management.
- Document support cases and contribute to the internal knowledge base.
- Provide support for a suite of software applications.
- Manage client email cases within designated service level windows.
- Communicate clearly with clients and team members.
- Follow up with clients as necessary.
- Participate in internal training on the organization's products.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent GED.
- Minimum of 1 year experience in client service or technical support.
- Experience with installation and configuration of PC software and hardware.
- Knowledge of Microsoft SQL Server/TSQL is a plus.
- Experience with computer networking, file shares, and Active Directory.
- Strong documentation, organizational, and project management skills.
Pay
Salary range: $21.94 - $27.42 USD per hour.