Support Services Specialist

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

📋 Description

• Screen, diagnose, research, resolve, and provide support for issues related to software applications, systems, devices, user access, and hardware.

• Identify, research, and address application setup, functionality, and moderately complex technical challenges through telephone, online, or email communication.

• Utilize technical skills and knowledge of software applications to troubleshoot and resolve problems.

• Document, track, and monitor service requests diligently.

• Dispatch orders to support teams for effective problem resolution.

• Inform end-users about IT policies, capabilities, limitations, and network-related issues.

• Respond to incoming inquiries via calls, emails, and online assistance requests concerning application, hardware, software, and network issues.

• Guide end-users through both front-end and back-end system functionalities to resolve issues and achieve their objectives.

• Escalate issues to relevant internal business units, external vendors, or experienced support team members when necessary.

• Collaborate with technical support, network services, software engineering, and software development teams to restore services and resolve technical issues.

• Assist project and development teams with updates and enhancements aimed at improving user experience.

• Recommend system modifications to minimize user-related problems.

• Aid in streamlining technical support processes.

• Provide courteous and results-oriented customer service.

• Perform other assigned duties and projects as needed.

⛳️ Requirements

• High school diploma or equivalent.

• 3 years of professional experience in application or technical support.

• Strong troubleshooting abilities.

• Excellent knowledge of network, server, and desktop administration, including installations, upgrades, techniques, tools, and equipment.

• Customer service techniques for effectively addressing problems with PC-based tools and products.

• Effective and results-oriented customer service skills.

• High level of technical understanding.

• Ability to follow and engage in technical discussions.

• Exceptional interpersonal and team-building abilities.

• Effective organizational and time management skills.

• Capacity to handle multiple requests simultaneously.

• Ability to work independently as well as collaboratively within a team environment.

• Preferred: Bachelor’s degree in Computer Science, Computer Programming, Computer Information Systems, Database Administration, or a closely related field.

• Preferred: Relevant certifications in the field.

• Preferred: 5 years of professional experience in application or technical support.

• Preferred: Professional experience in the healthcare industry, medical billing, or accounting.

🏝️ Benefits

• Fully Remote Workforce.

• Medical, dental, and vision insurance.

• 401(k) with matching contributions.

• Legal benefits.

• Short-term and long-term disability coverage.

• Life insurance.

• Paid time off.

• Employee recognition points and rewards.

• Performance-based bonuses.

• Financial incentives for referrals.

• Flexible schedule.