Customer Support Specialist (entry-level, remote)

Job Summary:
This exciting entry-level opportunity is a full-time, hourly position with Pellera Technologies. You will be responsible for the day-to-day support of our Managed Services Clients. By leveraging customer service skills and understanding today’s technologies and Electronic Health Record software, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology. Please note, the shift for this role is to be determined; Monday - Friday, 8 hour shifts between 10:00am EST and 9:00pm EST or, 10 hour shifts on Monday, Tuesday, Friday & Saturday. We proudly invest in our people and can't wait for you to join our team!

Essential Functions:
• Provides first level support for inbound Interactions and requests from end users, staff and patients.
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Exceptional Attendance is a must.
• Mentor and assist with training new Customer Support Specialists.
• Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases.
• Other duties as assigned.

Required Skills/Abilities/Competencies
• Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience
• Innovative, team-oriented problem solver.
• Excellent interpersonal and customer service skills. Strong commitment to providing quality service.
• Excellent organizational, time management and follow through skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and Critical Thinking.
• Ability to type at least 25 words a minute.

Education and Experience:
• High school diploma or equivalent.
• Professional experience working in a customer service role preferred but not required.
• Call Center experience preferred but not required.

Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.