Customer Support Specialist

Job Summary: Customer Support Specialist

As a Customer Support Specialist, you will be responsible for providing day-to-day support to Managed Services Clients. This role requires leveraging strong customer service skills and an understanding of modern technologies, including Electronic Health Record (EHR) software, to resolve a wide variety of challenges in a fast-paced environment. The support processes are managed using ITIL methodology. The work schedule for this position is Monday through Friday, 1:30 PM CST to 10:00 PM CST.

Essential Functions

• Provide first-level support for inbound interactions and requests from end users, staff, and patients.
• Maintain end-to-end responsibility for end-users' support needs, ensuring timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assist with the development and improvement of work instructions, procedures, and documentation.
• Maintain exceptional attendance.
• Mentor and assist with training new Customer Support Specialists.
• Act as a touchpoint for other Customer Support Specialists, helping to resolve in-depth issues before escalating outside of the Level 1 support group.
• Conduct regular queue management to ensure adherence to standard operating procedures.
• Maintain appropriate skill levels to handle incidents and requests in line with established service levels.
• Provide feedback based on intelligence gained through customer interactions.
• Make or suggest updates to the knowledge within the Knowledge Management databases.
• Perform other duties as assigned.

Required Skills/Abilities/Competencies

• Excellent verbal and written communication skills, including professional responses 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 delegate when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and critical thinking abilities.
• Ability to type at least 25 words per minute.

Education and Experience

• High school diploma or equivalent.
• 2 years' 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.

Key skills/competency

• Customer Service
• Technical Support
• Troubleshooting
• ITIL Methodology
• Electronic Health Records (EHR)
• Communication Skills
• Problem-Solving
• Queue Management
• Knowledge Management
• Microsoft Office