Customer Support Technician
HITRUST Services•Frisco, TX
•Onsite
About The Position
HITRUST is seeking a Customer Support Technician to provide support to end users of HITRUST MyCSF solutions. The Customer Support Technician will also serve as a central point of contact for all user questions, problems, or requests for information of any supported application or system. As a Customer Support Technician, you will work closely with the Product Development team to provide accurate problem analysis, short-term fixes, and recommended enhancements and testing.
Requirements
- 1+ year previous Help Desk/Desktop support experience with a strong ability to configure and troubleshoot
- Strong help desk support / end user support experience coupled with great customer service and telephone skills
- Ability to manage high volume support via phone, online chat, and email
- Excellent analytical, written, and organizational skills and the ability to perform detail-oriented work
- Ability to interface with individuals with varying technical knowledge
- Experience with Windows and Microsoft Office software
- Experience with ticketing system (JIRA Service Desk a plus)
- Experience with knowledge base (JIRA Confluence a plus)
- Experience with Chat operations (Live Person a plus)
Nice To Haves
- Understanding of Information Management
- A+ or HDI Certification
- Familiarity with HITRUST’s products and MyCSF
- Experience working with APIs
Responsibilities
- Create detailed support cases in JIRA on behalf of users via phone, online chat & email
- Create & maintain knowledge-based articles, FAQs, and How To documentation
- Escalate and coordinate with Level II support when needed
- Verify issue resolution on the customer’s behalf
- Perform customer administration tasks in MyCSF
- Utilize office productivity suite software to perform common management functions relating to job performance, in addition to updating or reviewing existing documentation
- Provide both proactive and reactive support for overall IT questions, specific technical questions, and support desk issue management (tickets) for the purpose of providing excellent customer service
- Maintain a high level of confidentiality regarding company and personnel information to maintain a professional work environment
- Research and utilize a variety of documentation to assist with problem solving and resolutions for end-users
- Collaborate cross-functionality with teams such as Product, Development, QA, Sales, and QC to deliver high-quality solutions
Benefits
- Equal opportunity employer that is committed to diversity and inclusion in the workplace.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
