Customer Support Specialist

eClinicalWorks • Westborough, MA

345d

About The Position

The Customer Support Specialist is responsible for quickly and accurately identifying technical issues by listening, understanding, and answering questions from clients in regard to their eClinicalWorks software program and training clients over the phone on how to use the software. This position will be working remotely until the restrictions from COVID-19 make it safe to work in the office.

Requirements

• High School Diploma
• High Speed Internet Service to utilize VOIP calls and VPN software as well as other required programs to support job functions

Nice To Haves

• Associates or Bachelor's degree preferred
• Excellent verbal and written communication skills
• Ability to interact with various levels of medical and IT professionals
• Flexible and adapts to change easily
• Ability to diffuse escalated clients and create effective working relationships
• Proven problem-solving abilities
• Ability to present ideas in user-friendly language
• Attention to detail
• Multi-tasking computer skills, ability to work with multiple screens and systems simultaneously
• Ability to type minimum 45wpm on standard keyboard
• Team player
• Knowledge and/or experience in IT, medical terminology and/or medical software is a plus

Responsibilities

• Answering high volume of inbound calls
• Assisting clients to troubleshoot and resolve problems with their eClinicalWorks software program
• Asking probing questions and properly documenting customer inquiries in the support system
• Answers inquiries by clarifying desired information; researching, locating, and providing accurate information, including education clients on our support site
• Resolving customer questions and complaints with the highest degree of courtesy and professionalism
• Utilizing de-escalation skills and escalating cases when necessary in accordance with escalation procedures
• Redirecting calls as necessary
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Updates job knowledge by participating in educational opportunities
• Other duties as assigned

Benefits

• Eighteen days of Paid Time Off per year which scales based on tenure
• Nine Paid Holidays and one Floating Holiday
• Insurance for eligible employees which includes medical, dental, vision, basic life, short term disability, long term disability, business travel accident, and accidental death and dismemberment
• 401(k) plan with a Company safe harbor contribution
• Flexible Spending Account for Health Care and Dependent Care for eligible employees
• Limited personal leave
• Additional voluntary benefits, including additional insurance (hospital indemnity, critical illness, accident, supplemental life, short term disability buy up, pet), genetic testing, legal plan, and supplemental accidental death and dismemberment
• Annual discretionary bonus for eligible employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees