Client Support Specialist
About The Position
The Client Support Specialist is an integral part of the Client Support team, providing support to consumers, participating organization, and internal stakeholders. The Client Support Specialist has a wide range of tasks including but not limited to user provisioning, alert maintenance, patient panel uploading, and general portal use support. The Client Support Specialist position is a hybrid position requiring the ability to work both remotely and, in the office, as required. This position balances multiple support activities including matters related to both operational and project support. This position is based in Phoenix Arizona; Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. Our strategic flexibility allows for local work from home opportunities.
Requirements
- Working knowledge of helpdesk processes and procedures.
- Working knowledge of basic computing hardware including laptop and desktop computers.
- Working knowledge of Microsoft Windows and Microsoft Office / Microsoft 365.
- Analytical and organizational skills.
- Excellent written and oral communication skills.
- Strong attention to detail.
- Ability to build and maintain respectful, professional, and productive relationships with both internal and external stakeholders.
- Manage competing priorities in a complex and dynamic environment.
- Knowledge of service ticketing practices and procedures.
- Knowledge and experience of customer service practices.
- Position requires the ability to listen and follow oral and written instructions.
- Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.
- Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.
- Understanding of how Okta or other Multi-factor authentication tools operate.
- Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).
- Knowledge of Microsoft Teams.
- Minimum of 2+ years’ experience in operational support of health information technologies, customer service, and healthcare required.
- High school diploma or GED required.
Nice To Haves
- Bachelor's Degree preferred in Information Technology, Computer Science, or Business Administration or related field preferred.
Responsibilities
- Serve as point of contact for participants through emails, support tickets, and calls regarding questions about HIE support.
- Diagnose and resolve non-technical and technical issues.
- Manage user in the appropriate environment.
- Troubleshoot and resolve data and platform issues.
- Triage incoming service requests and escalate as needed.
- Maintain effective working relationships with internal stakeholders and external participants.
- Document outcomes of support in the ticketing system.
- Manage patient consent status in appropriate platform.
- Process Request for Information (ROIs) submitted by patients Respond to support requests via email, ticketing system, or phone within SLA guidelines.
- Follow standard help desk procedures.
- Monitor call queue, call backlog, and open calls.
- Monitor logs, systems and/or accounts.
- Stay current with system information, changes, and updates.
- Provide after-hours support in on-call rotation.
- Provide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.
- Works with vendor support contacts to resolve technical issues.
- Works collaborative with IT and BAM team to ensure business applications systems are used in accordance with approved Contexture role-based access control policy.
- Performs other related duties as assigned.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
