Remote Technical Support Specialist

Centauri Health Solutions•Tempe, AZ

6d•Remote

About The Position

As a Technical Support Specialist at SES, you are a critical member of our Support team and report to the Director, Customer Support and Enrollment. The role is responsible for deliver first class technical customer support as part of an innovative and forward-thinking company in the health informatics market. The Technical Support Specialist serves customers by responding to support requests related to SES products and services. As a customer-focused team player, the Technical Support Specialist must possess a proven ability to take ownership of the customer experience, have exceptional attention to detail, and demonstrate strong critical thinking and problem-solving skills. Overall, the Technical Support Specialist must have the willingness to go the extra mile to ensure an excellent customer support.

Requirements

Experience in a customer support environment
It is recommended that you have two years’ experience of providing customer and operations support in a technical environment
Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail

Nice To Haves

Technical background in a healthcare environment (preferred but not required)
Experience with Salesforce CRM a plus
Bachelor’s degree in business, marketing, technology, or related field preferred
Software management, testing, ticketing, and interfacing with software developers/operations
Electronic Medical Record workflow knowledge a plus

Responsibilities

Resolving and classifying technical issues in a timely manner, answer inquiries, and provide effective resolutions to close out issues
Managing customer tickets and reporting through online customer relationship management application
Maintaining customer records by updating account information
Creating documentation
Participating in interoperability testing.
Work closely with internal stakeholders and be the primary point of contact for customers
Conduct welcome calls with new customers and provide telephone and web-based training and support to ensure retention, satisfaction and that consumers get the most from SES services
Recommend potential products or services to management by collecting customer information and analyzing customer and market needs
Prepare product or service reports by collecting and analyzing customer information
Implement process improvements to promote operational success
Contribute to team efforts by accomplishing related results as needed