Customer Support Specialist

FSI Services•Cranberry Township, PA

3d•$50,000 - $70,000•Remote

About The Position

The best CMMS for healthcare maintenance professionals. Customer Support Specialist About Us: At FSI, you’ll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we’re proud to serve over 1,000 hospitals with some of the largest networks in the country -- including Atrium Health, UPMC, Yale New Haven, SSM Health UNC Health, and many others. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we’re looking for talent that wants to make an impact. If you’re looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch. Your role: The primary focus of this role will be supporting our customers. This includes providing phone support on our software products as well as other services provided by Facilities Survey. This position will also be responsible for developing and maintaining training materials and documentation. Additional tasks will include software testing, implementation, maintenance, and general support of the facilities management software applications. Candidate should be willing to expand their role in the company, participating in marketing activities, learning additional technologies and willing to learn all aspects of Facilities Survey’s service offerings.

Requirements

Excellent troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills are a must.
Customer-first mindset and strong customer understanding.
Ability to work independently and in a collaborative team environment.
Problem-solving and critical thinking under pressure.
High attention to detail and accuracy in ticket notes.
Microsoft Office Applications (Excel, Word, Access, PowerPoint, Publisher)
Exhibit extraordinary discretion, flexibility, and willingness to work closely with our management team.
Associate degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of the two.

Nice To Haves

Knowledge of CMS is a plus
Facilities Management/Experience in a healthcare organization is a plus.

Responsibilities

Provide phone, email, and chat support for customers using FSI’s software applications primarily CMS, a CMMS application.
Deliver training and consulting services either online or onsite.
Maintain call database and identification of common issues experienced by our customers.
Conduct software testing as new releases of our applications become available.
Become familiar with new CMS features and products through independent investigation.
Assist customers with implementation and identify best practices for utilizing the CMS application.
Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported application and technical issues for the CMS application, CMS Mobile, and other CMMS applications as needed.
Deliver clear and easy class instructions, communicate difficult concepts well, and maintain professional presentation skills.
Act as an account manager with assigned accounts, which may include regularly scheduled conference calls, being proactive with reviewing client accounts and touching base with primary contacts.
Participate in asset inventory projects, as needed.
Ability to work independently and in a team environment.