Solution Center Specialist

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

📋 Description

• Respond to help desk inquiries via phone and email.

• Assess technical queries and helpdesk requests, directing them to the relevant departments; escalate issues according to established protocols.

• Diagnose issues related to IHIE products and end-users; conduct preliminary root cause analysis.

• Monitor and investigate ongoing issues, ensuring they are resolved effectively.

• Research and update provider data files; input and verify provider information in proprietary systems and/or spreadsheets.

• Manage FaxUtility and resolve any fax failures.

• Relay project and system updates to both internal and external stakeholders.

• Collaborate on special projects as assigned by the Solution Center Manager.

• Offer after-hours on-call support as needed.

• Facilitate customer training sessions on applications.

• Support client implementations.

⛳️ Requirements

• High school diploma is mandatory.

• Some college coursework or a degree is preferred.

• Experience in customer service is essential.

• High technical aptitude to swiftly learn proprietary systems and applications.

• Capability to type a minimum of 35 words per minute.

• Intermediate proficiency in Microsoft Excel, Word, and Outlook is required.

• A strong enthusiasm for technology and innovative ideas.

• Exceptional verbal and written communication abilities.

• Proven strong listening capabilities.

• Excellent decision-making and problem-solving skills.

• Ability to quickly interpret diverse instructions.

• A positive and professional demeanor is essential.

• Capacity to work under pressure while managing competing demands and multiple priorities.

• Experience or education in healthcare or healthcare information technology (HIT) is beneficial but not mandatory.

• Willingness to provide after-hours on-call support.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) matching program.

• 20 days of paid time off (PTO) in your first year.

• 9 company-paid holidays.

• A very casual work environment and dress code.

• A dynamic and enjoyable company culture.