Technical Support 1

Harris Healthcare • Atlanta, GA

299d • Remote

About The Position

This role provides exceptional customer support for our web and mobile application users. Responsibilities include resolving customer inquiries, troubleshooting issues, maintaining product knowledge, and adhering to performance metrics. Requires strong communication, problem-solving, and technical skills. Position involves a Monday-Friday shift with after-hours and weekend on-call rotation. The successful candidate will work from our Atlanta, GA office. This is not a remote or telecommute position. This role also involves occasional after-hours responsibilities for urgent support and release management.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Associate's degree in Information Technology with relevant work experience.
• High school diploma or equivalent with relevant IT certifications (e.g., A+, CompTIA Network+).
• Prior technical customer service or IT help desk internship or experience a plus.
• Strong problem-solving and communication skills.
• Strong customer service skills.
• Ability to learn new technologies quickly.

Nice To Haves

• Experience with healthcare IT systems is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, SMS, or chat. Provide solutions and support for product-related questions and issues with a strong focus on delivering an exceptional customer experience.
• Troubleshoot and resolve application problems with our web and mobile-based platform.
• Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates.
• Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers.
• Participate in after-hours on-call shift rotation, which typically involves 4-5 shifts per month, including weekend and holiday coverage.
• Work performance is measured using qualitative and quantitative KPIs and targets.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree