Software Support Specialist

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

📋 Description

• Deliver technical assistance to clients through various channels including email, phone, and online live support.

• Handle Tier 1 support calls, averaging 15-30 per day, with adaptability to fluctuations in call volume.

• Rapidly identify critical and complex issues, escalating them as necessary.

• Engage in the Learning Lab during the annual user group meeting.

• Generate ideas to improve Knowledge Base content.

• Perform computer checkouts to address issues related to computer performance.

• Provide clients with accurate information, pinpointing problems, researching solutions, and guiding them through corrective actions.

• Install and assist in setting up electronic prescription systems in offices, offering training to doctors and staff.

• Complete tasks promptly, prioritizing support tickets to meet deadlines effectively.

• Maintain detailed records of customer interactions, accounts, and documentation through the online ticketing system.

• Accurately log working hours, breaks, lunch periods, and overtime in the employee time clock system, requesting manual adjustments as necessary.

• Timely submit time-off requests, ensuring prior approval from management.

• Comply with all rules and regulations as outlined in the Employee Handbook.

⛳️ Requirements

• Proficient in reading, writing, comprehension, and effective presentation skills.

• Applies common sense, adheres to instructions, and demonstrates basic math skills, including an understanding of financial reports.

• Punctual and dependable, exercises sound judgment, takes feedback constructively, monitors performance, maintains professionalism under pressure, and effectively sets and achieves goals.

• Strong grasp of products/services, synthesizes complex information, identifies timely solutions, skilled in gathering and analyzing information, and communicates adeptly in both technical and end-user terminology.

• Offers prompt and attentive customer responses, integrates feedback for service enhancement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively engages in meetings, appropriately escalating challenges.

🏝️ Benefits

• Work from Home Monday to Friday

• Observe US Holidays