Customer Support Specialist

Practice: Managed Services 

Position Title:  Customer Support Specialist 

Position Location:  100% Remote 

Reports to: Team Lead Customer Support 

Job Summary: 

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. 

This is a 100% remote role working a second shift schedule of 3:00pm CST – 11:00pm CST.  There is time zone flexibility.  EST hour, 4:00pm-12:00pm, MST would start at 2:00pm.

Essential Functions: 

• 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.
• Assists 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.
• Assists 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.  

Required Skills/Abilities/Competencies 

• 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 a minute.  

Education and Experience: 

• 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.