This is a remote position.
The Support Services Specialist is responsible for screening, diagnosing, researching, and resolving a broad range of end-user issues related to software applications, systems, devices, user access, and hardware. This role conducts analysis and troubleshooting of application configuration, functionality, and technical problems of moderate complexity through telephone, online, and email support channels. The Support Services Specialist I collaborates closely with senior support staff to ensure timely and comprehensive problem resolution and serves as a subject-matter resource for Customer Support Specialists. The Specialist leverages a solid working knowledge of technical principles and application functionality to identify issues and provide solutions, while accurately documenting, tracking, and monitoring all service requests.
The Support Services Specialist I collaborates closely with senior support staff to ensure effective issue resolution and, when appropriate, escalates issues or requests to product management and engineering teams to facilitate timely and comprehensive problem resolution.
Essential Duties and Responsibilities
- Responds to incoming calls, emails and online requests for assistance from end-users needing application support or technical assistance related to hardware, software, and/or network issues in a timely and professional manner.
- Continue to expand knowledge of front-end and back-end system functionality to effectively guide end-users through issue resolution and support them in achieving desired outcomes.
- Troubleshoot application and/or technical issues for hardware, software, or network issues; seek assistance from Sr. Support Specialists, or a more experienced application or technical support team member as needed.
- Always maintain a high level of courteous and result-oriented customer service.
- Other duties and/or projects as assigned
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Associates degree* in Business, Computer Science, or other closely related fields.
- 1 year directly related experience providing application support on an EHR or 3 years of professional work experience in application or technical support.
- Strong troubleshooting skills.
- Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
- Demonstrate ability to understand and apply customer service techniques to address issues with PC-based tools and products; provides effective, solutions-focused customer support.
- Exceptional interpersonal and team building skills.
- Effective organization and time management skills with the demonstrated ability to handle multiple requests at once.
- Ability to work independently and within a team environment.
Preferred Qualifications
- Bachelor’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field.
- Certifications in IT related fields.
- Professional work experience in healthcare industry, medical billing, or accounting highly preferred.
* An alternative combination of education, credentials and experience may be substituted for education.
Benefits
Fully Remote Workforce
As a virtual-first organization, we can attract the best talent no matter where we all live. This allows for added flexibility and a schedule that works for you.
Essential Benefits
We offer medical, dental, and vision insurance; 40l(k) with match; legal benefits; short-term and long-term disability coverage; life insurance; and paid time off.
Employee Recognition
Team members can reward each other with points to celebrate everyday wins and going above and beyond. It’s our way of saying “nice job” in a way that really sticks.
Financial Incentives
Employees can benefit financially through the company’s success, referring top talent, and performance-based bonuses.
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