Technical Support Specialist

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

📋 Description

• Deliver software application support to PatientNow clients through phone, email, and ticketing platforms.

• Assist customers in utilizing all features of the PatientNow platform to optimize operational efficiency, boost revenue, and enhance patient satisfaction.

• Identify and resolve software-related challenges, as well as issues with hardware integrations, including scanners, barcode readers, cameras, and payment processing devices.

• Walk customers through troubleshooting processes and convey solutions in a professional and user-friendly way.

• Meticulously document customer interactions, issue specifics, and solutions within the CRM and ticketing platform.

• Recognize, prioritize, and escalate complex or high-impact issues in line with established support protocols.

• Perform customer follow-ups and scheduled callbacks to confirm issue resolution and meet customer expectations.

• Suggest alternative solutions and best practices to enhance customer outcomes and platform adoption.

• Keep updated on PatientNow products, new feature launches, industry developments, and support methodologies.

• Foster a customer-centric culture that emphasizes responsiveness, accountability, and ongoing improvement.

⛳️ Requirements

• Minimum of 1 year of experience in software support, technical support, customer service, or help desk roles.

• Proven ability to troubleshoot software applications and resolve customer issues promptly.

• Strong technical skills with the capability to learn and support a variety of software products.

• Prior experience with EMR, Practice Management, CRM, or healthcare technology platforms is preferred.

• Experience utilizing CRM and ticketing systems to manage customer cases and maintain documentation.

• Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.

• Excellent written and verbal communication abilities.

• Strong commitment to customer service and dedication to providing outstanding experiences.

• Ability to multitask, prioritize responsibilities, and handle competing demands in a fast-paced setting.

• Proficient problem-solving and analytical skills.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

• Supportive and inclusive work environment.

• Access to the latest technology and tools necessary for success.