Customer Service – Technical Support Specialist

This is a fully remote position, open to applicants in Utah.

📋 Description

• Handle incoming client calls, chats, and inquiries concerning client-specific products while troubleshooting software issues.

• Aim for case resolution with a focus on first-contact resolution.

• Acquire in-depth knowledge of the product, its architecture, and related solutions.

• Assist clients in customizing the service to meet their practice requirements.

• Diagnose issues related to synchronization software functionality.

• Oversee cases and ensure prompt resolution of client issues.

• Offer expert guidance on utilizing Solutionreach software to enhance clients' businesses.

• Address software challenges with innovative solutions and communicate the steps for resolution to clients.

• Empower clients by educating them on self-help resources and knowledgebase utilization.

• Interact with clients through phone, email, and chat communications.

• Provide training to medical and healthcare professionals, staff, and administrators on the technology.

• Deliver outstanding support for new clients while offering ongoing assistance and training to existing clients.

⛳️ Requirements

• Minimum of 2+ years of experience in technology, complemented by additional customer service experience.

• Proficient in Windows workstation and server environments.

• Familiarity with one or more types of databases.

• Capable of troubleshooting, testing, reporting, documenting, installing, and training on software.

• Strong verbal and written communication skills.

• Technologically adept with an understanding of how to better support medical practice needs through technology.

• Experience in the SaaS industry is preferred.

• Previous consulting experience in helping customers effectively utilize software is preferred.

• Knowledge of operating system workstations and server environments is preferred.

• Familiarity with command prompt and terminal commands is preferred.

• Experience with other related medical software and/or technology is preferred.

• Daily experience working with PM/EMR/EHR software in a medical office setting is preferred.

• Prior experience in case/account management is preferred.

🏝️ Benefits

• Equal opportunity employer.

• E-Verify participant.