Support Specialist - Remoto

Job Summary:

The Support Specialist is accountable for ensuring continuity of computer system services for computer users by providing product and technical expertise, assistance and project coordination necessary to maintain computer software products and resolve client problems.

Primary Functions:

• 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 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
• 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 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
• Other duties as assigned by management.

Competencies:

• Action Oriented
• Approachability
• Customer Focus
• Informing
• Listening
• Managerial Courage
• Patience
• Peer Relationships
• Technical Learning
• Time Management

Supervisory Responsibility:

This position has no supervisory responsibilities.

Required Qualifications:

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.

• 2 + 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
• Typing skills and computer proficiency

Preferred Qualifications:

• HealthCare Background/previous experience

Working Environment:

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.

This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.