Customer Support Representative

AMN Healthcare

20h•$21 - $25•Onsite

About The Position

Welcome to AMN Healthcare — Where Talent Meets Purpose Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you. At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference. Why AMN Healthcare? Because Excellence Is Our Standard: Named to Becker’s Top 150 Places to Work in Healthcare — three years running. Consistently ranked among SIA’s Largest Staffing Firms in America. Honored with Modern Healthcare’s Innovators Award for driving change through innovation. Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006 If located by a AMN Hub, Dallas, TX, San Diego, CA, Atlanta, GA. or Boca Raton – role is 4 days a week onsite Job Summary The Customer Support Representative provides assistance and support on AMN's products and services. This position offers solutions to complex issues, troubleshooting, and assists with requirements gathering and client implementation. This role will also help increase user adoption and creates Raving Fans among the health professionals who rely on the system to manage their labor resources.

Requirements

Proven ability to coordinate cross-functional work teams towards task completion
Strong written and verbal communication skills
Ability to understand and train on complex strategies and software features
Solid grasp of wireless network access
Basic knowledge of IP addressing, DNS, and DHCP
Technical call center experience is required
High School Diploma/GED plus 2-5 years of work experience
Customer service and software application experience

Responsibilities

Handles product or service issues that customers have with the workforce technology solutions via phone and email within the company’s service level agreement requirements.
Clarifies the customer’s need, determines the cause of the issue, selects and articulates the best solution, expediting correction or adjustment if needed, and follows up to ensure resolution of issues to the customers satisfaction.
Accurately records issues and responses for each customer through Salesforce technology.
Maintains customer and department records by updating account information in various systems.
Sustains third party support agreements by following processes that are in place for specific clients.
Meets and maintains acceptable performance levels on department and customer-focused key performance indicators (KPI’s).
Assists with all functions within the department which may include data-entry projects, incoming and outgoing phone calls and emails, researching technology issues and providing resolutions, accurately answering customer questions, and all other tasks as assigned by the department manager.
Monitors dashboard for tickets assigned to the queue and process as assigned.
Determines source of errors by reviewing procedures and actions taken by user(s).
Walks users through performing diagnostic procedures.