Solution Center Specialist
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AI Summary
The Solution Center Specialist provides front-line technical support by answering help desk inquiries and troubleshooting IHIE product issues. They are also responsible for triaging requests, performing root cause analysis, and assisting with client implementations and training.
Solution Center Specialist
Department: Solution Center
Employment Type: Full Time
Location: Remote
Description
The Solution Center Specialist is a key role at IHIE, providing front line IHIE product support to end
users. This role solves tier I and tier II technical questions and triages higher tier helpdesk problems and requests as appropriate. The Solution Center Specialist is the face of IHIE products and services to clients
users. This role solves tier I and tier II technical questions and triages higher tier helpdesk problems and requests as appropriate. The Solution Center Specialist is the face of IHIE products and services to clients
Key Responsibilities
Essential functions include the following. Other duties may be assigned.
- Answers help desk phone calls and emails.
- Triages technical questions and helpdesk requests to appropriate departments; escalates problems following procedures.
- Troubleshoots IHIE products end user problems, performs some root cause analysis.
- Monitors and investigates issues; follows through to ensure resolution.
- Researches and updates provider data files; enters and reviews accuracy of provider information in proprietary systems and/or spreadsheets.
- Maintains FaxUtility, troubleshoots failed faxes.
- Communicates various statuses (project, system, etc.) to internal and external stakeholders as requested.
- Works on various special projects as assigned by the Solution Center Manager.
- Ability to work after hours on call support.
- Performs customer trainings on applications.
- Assists with client implementations.
Skills, Knowledge and Expertise
Requirements:
IHIE Attributes:
IHIE Attributes:
- Adaptability and flexibility in a rapidly changing environment
- Self-starter and self-motivated
- Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
- Positive attitude with outstanding communication and listening skills
Education:
- High school diploma required, some college coursework or degree preferred
Skills and Experience:
- Customer service experience
- High technical aptitude to quickly learn proprietary systems and applications is a must
- Must be able to type at least 35 WPM
- Intermediate proficiency in the following Microsoft Office products: Excel, Word, and Outlook
- Passion for technology and innovative thinking
- Outstanding communication skills including both verbal and written
- Demonstrated strong listening skills
- Excellent decision making and problem solving skills
- Ability to interpret a variety of instructions quickly
- Positive and professional attitude
- Ability to work under pressure and balance competing demands and multiple priorities
Preferred:
- Some experience or education in healthcare or healthcare information technology (HIT) helpful but not required
Benefits
In exchange for your technical aptitude and strong customer service skills, we offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, very casual work environment and dress code, and a dynamic, fun-loving company culture!
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