Technical Support Associate

PracticeTek-posted 4 months ago

Full-time • Entry Level

Las Vegas, NV

251-500 employees

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As a Technical Support Associate at PracticeTek (dba ChiroTouch), you’ll benefit from a defined career path that will develop your Microsoft Windows operating system, local (TCP/IP) networking fundamentals, Microsoft SQL Server, and EHR/EMR software troubleshooting practices. This role is ideal for those looking for an entry point into IT practices and corporate software solutions. You will learn applicable communication and technical skills to advance your technical career. We are an ever-growing company, looking to expand our team!

Determines eligibility by comparing client information to requirements
Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
Utilize active listening and empathy skills
Strive to meet or exceed call center metrics and service levels
Schedule and engage in follow-up calls with clients regarding ongoing technical issues
Resolve technical escalations from the Product Support phone and chat team
Troubleshoot issues which may occur during database updates, new software installations, and server migrations
Track and monitor all client interactions using Salesforce CRM system
Coordinate with peers to provide proper coverage for all appointments

1-2 years of experience in a customer service/support role is required
1-2 years of computer application-based technical support experience or IT experience is required
Previous call center experience is required
Excellent verbal and written communication skills are required with emphasis on phone etiquette
Works hard with little supervision
Detailed-oriented with exceptional documentation skills
Working knowledge of Microsoft Windows administration tools
Basic understanding of Microsoft SQL Server
Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

Apple iPad & Parallels knowledge is a plus
Familiarity with HIPAA regulation is preferred

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