The Support Specialist is accountable for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance and project coordination necessary to maintain computer software products, modify/repair hardware and resolve technical problems.
What this role will entail:
Operate as a frontline, primary support liaison between the company and our clients, and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
Maximize and maintain current knowledge and awareness of applications and related technologies
Sound understanding of API and web services technologies and functions
Email technology troubleshooting
Ability to present Support webinars, both internally to staff as well as to customers via the Web
Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
Ability to interpret requirements, and recommend solutions that best address clients' needs
Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
Strong ability to multi-task and prioritize work effectively
Exceptional attention to detail and the ability to grasp concepts quickly
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
3 + years' experience in Customer Service Role
Excellent interpersonal, written, and oral communication skills
Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems
Strong work ethic and self-starter, ability to work independently and as a team player
Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Must possess professional and friendly attitude and be able to quickly develop a rapport with clinicians over the phone
Ability to learn and navigate new software quickly
