Software Support Specialist - ImagineBilling
About The Position
The Software Support Specialist role is an essential piece to the Imagine team, seeking an analytical problem solver. Specialists build genuine relationships with clients, providing customized solutions and working independently with assigned clients, managing requests through an online ticket queue. The Imagine team values excellence and provides necessary tools for success. This position is ideal for someone who enjoys challenges and is highly motivated to grasp complex software and technical concepts quickly. While a medical background is not required, it is extremely helpful. The company is innovative and evolves rapidly, requiring a fast learning pace.
Requirements
- Motivated, goal-oriented, and persistent personality
- A personal sense of urgency and willingness to be proactive
- Analytical and inquisitive with a strong attention to detail
- Passion to help others and assist clients with software questions and technical troubleshooting
- Ability to quickly learn and apply new processes and technologies
- Ability to understand and efficiently execute system-related solutions
- Excellent verbal and written communication skills
- Ability to handle stressful situations and deadline pressures well
- Ability to work in a rapidly changing environment
- Work well in a team environment
Nice To Haves
- 4-year degree preferred
- Basic SQL skills preferred
- Familiarity with healthcare/medical billing terminology preferred
Responsibilities
- Communicate clearly and effectively with clients, internal staff, and management to resolve issues and ensure customer satisfaction
- Research and diagnose client system issues and identify and execute intelligent solutions to resolve requests
- Assist clients via phone, email, and ticketing system to capture and interpret customer feedback, and clearly document all customer interactions
- Properly escalate unresolved issues/requests to appropriate internal teams and ensure items are handled in a timely fashion
- Demonstrate a servant leader mindset by focusing on the needs of customers and how you can help them succeed
- Consistently meet department performance metrics related to client support tickets
- Document client request requirements and deliverables in Statements of Work
- Deploy software updates related to the application
- Report to Client Success management, providing regular input on all client activity
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
