Customer Support Specialist - Remote role!

Converge Technology Solutions

1d•Remote

About The Position

The Customer Support Specialist provides day-to-day support to Managed Services clients by applying customer service skills and knowledge of current technologies and Electronic Health Record software to resolve a wide variety of challenges in a fast-paced environment managed using ITIL methodology. The role provides first-level support to end users, staff, and patients and maintains end-to-end responsibility for their support needs, delivering timely, reliable, and courteous service. The position is remote and reports to the Team Lead Customer Support. The stated schedule is Monday through Friday, 3:00 p.m. to 11:30 p.m. CST; the job summary also describes the work hours as first shift. The role follows standard operating procedures, supports queue management and service-level adherence, helps improve work instructions and documentation, and shares information gained through customer interactions. It also mentors and trains new Customer Support Specialists and serves as a handoff point for in-depth issues before they are escalated beyond the Level 1 support group. The position is non-exempt. Pellera states that it provides equal employment opportunities and prohibits discrimination and harassment across employment terms and conditions.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills, including professional responses to telephone calls, emails, chats, and voicemails.
Technical writing experience.
Innovative, team-oriented problem-solving ability.
Excellent interpersonal and customer service skills, with a strong commitment to quality service.
Strong organizational, time-management, and follow-through skills.
Ability to prioritize tasks and delegate them when appropriate.
Ability to function in a fast-paced and sometimes stressful environment.
Experience troubleshooting Microsoft Office.
Ethical judgment and critical-thinking ability.
Ability to type at least 25 words per minute.
Exceptional attendance is required.

Nice To Haves

Two years of experience working in a customer service role; preferred but not required.
Call center experience; preferred but not required.

Responsibilities

Provide first-level support for inbound interactions and requests from end users, staff, and patients.
Maintain end-to-end responsibility for end-user support needs and provide timely, reliable, and courteous service.
Participate in and adhere to standard operating procedures.
Assist with developing and improving work instructions, procedures, and documentation.
Mentor and assist with training new Customer Support Specialists.
Help other Customer Support Specialists by serving as a touchpoint for handing off in-depth issues before escalation outside the Level 1 support group.
Conduct regular queue management to ensure adherence to standard operating procedures.
Maintain the skills needed to handle incidents and requests in line with established service levels.
Provide feedback and intelligence gained through customer interactions.
Make or suggest updates to knowledge in Knowledge Management databases.
Perform other duties as assigned.