Technical Support Specialist

Purpose

As a Support Specialist, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Essential Functions

·        Receives and responds to incoming client requests via telephone and web portal.

·        Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.

·        Researches, manages, and documents issues and document resolutions while effectively communicating status and partnering with the client.

·        Works independently to resolve basic issues while collaborating with senior resources to develop more complex skill sets

·        Manages and documents resolution process and effectively communicates updates to the client.

·        Manages personal backlog utilizing established case management best practices.

·        Maintains high Client Satisfaction Scores.

·        Stays current with product and industry updates and changes.

·        Triage and escalate complex or risk issues to appropriate senior staff

·        Continually learns and expands knowledge of Clinisys applications, environments, and systems.

·        References knowledgebase articles.

·        On-call/holiday rotation(s) required.

·        All other duties and responsibilities as assigned.

Skills

·        Excellent analytical and problem-solving skills

·        Excellent interpersonal and professional communication skills

·        Strong time management and organizational skills

·        Ability to understand and articulate technical concepts and derive solutions

·        Ability to deal with complex and challenging client issues

·        Demonstrated ability to resolve complex customer issues

Required Experience & Education

·        Associate’s degree in technology, lab sciences or healthcare related field; or two years equivalent experience

·        2-4 years’ experience with a technical aptitude in one of these areas:

·        Healthcare technology

·        Healthcare

·        Laboratory sciences

·        Technology

·        Client support

Preferred Experience & Education

·        College coursework or certification in a related field

·        Prior experience providing support to customers in highly technical environments

·        Technical certifications and/or training: Examples:

·        SQL

·        Reading, interpreting, and troubleshooting HL7 messages

·        Networking

·        Database Administration

·        Java

·        Microsoft Technologies

·        Productivity tools such as word processing and spreadsheet applications

·        Experience supporting enterprise operating systems

·        Proficient typing skills

Supervisory Responsibilities

·        None

Physical Requirements

·        Work is performed in a typical office setting with minimal exposure to health or safety hazards—prolonged periods of sitting at a desk and working on a computer.

·        Minimal travel less than 10%, may be required to client sites that can pose risks associated with healthcare organizations.

·        Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours

·        May be required to follow customer location health and safety r