IT/Product Support Specialist - Denver
DispatchHealth is looking for an experienced Product Support Specialist to join our growing team headquartered in the Denver metro area.
Company Description
DispatchHealth provides right-sized healthcare through the power of technology, convenience and service. DispatchHealth delivers on-demand healthcare services to a patient’s home, office or location of need. With a call, click or tap of an app, patients get a skilled medical team at their door in a matter of hours. DispatchHealth is redefining healthcare through a unique mobile acute care delivery model that is high-tech and convenient for patients while alleviating the burden on primary care providers, urgent care facilities and emergency rooms.
Our Mission
Provide righteous healthcare through the power of technology, convenience and service.
Our Vision
Redefine healthcare delivery
Our Values – the foundation to our culture
- World class customer service and quality
- Be passionate
- Work hard while having fun
- Drive innovation
- Work collaboratively
- Always do what is right for the patient
- Focus on the continuum, not just the moment
- Community responsibility
General Job Description
The Product Support Specialist is responsible for performing support for all incoming issues related to technical and product (application) issues. This position will be the first point of contact relating to all technical issues and will interface with a wide variety of end-users. The essential job duties also include the ongoing maintenance and configuration of Windows and Mac computers and Apple devices for new and existing users. In this position, the Product Support Specialist is the owner of the incoming support issues. Although guidance and
direction will be given; The Product Support Specialist must be willing to own the issues and follow through with the user until solved. The primary focus is to manage, document and verify the issue, research and resolve where possible, escalate when necessary, and keep the user informed until completion; all while providing excellent customer service.
Responsibilities
- Answer IT and product support requests: Utilize ticketing system to document the details of the issues.
- Troubleshooting: Verify the details of the problem and research and try to solve if possible. Escalate issues when needed.
- Ticketing system management: Follow-up with users to keep them aware of work being done to resolve their issues.
- Verification that solution solved the issue.
- Training: Educate users in best practices and ways to improve their productivity.
- Asset Tracking: Make sure that all assets are accounted for and kept up to date.
- Configuration/Deployment: Configure devices for new users, replacements for existing users and reconfiguration of returned devices.
- Excellent Customer Service: Deliver an excellent customer service experience by consistently demonstrating a positive attitude, quick responsiveness, effective communication, strong accountability, and collaborative teamwork, each day.
- Development of skills: Continuously be open to asking questions and learning.
Qualifications/Skills Required
- Minimum of 2 years in a support/customer facing role
- Solid understanding of technology, especially PC, Mac, and iOS devices
- Excellent customer service skills; team oriented
- Self-motivated; capable of taking initiative, handling and prioritizing multiple competing assignments and following through to resolution with little assistance
- Ability to communicate with less technical users
- Strong documentation and organizational skills
- Excellent verbal, written and interpersonal skills
- No relocation will be authorized for this position
Benefits
- Career advancement opportunities
- Be part of something new, exciting and progressive
- Healthcare benefits and 401k provided with full-time employment
- Flexible schedule
Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.