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Associate Technical Support Engineer

CentralReach•Holmdel Township, NJ
•Hybrid
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About The Position

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, they enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. As a key member of the Support team, the Associate Technical Support Engineer will be proactive, show initiative, have exceptional communication skills, a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues. CentralReach is backed by Roper Technologies, Inc. (Nasdaq: ROP), and led by award-winning CEO Chris Sullens. The company is recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, with a culture centered around impact, inclusion, and flexibility. It operates as a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy.

Requirements

  • College degree and/or technical support and technical troubleshooting experience.
  • 1+ years previous experience in customer service, IT, or other related fields.
  • Strong empathy for customers
  • Ability to build rapport with clients
  • Proficiency with technical products and ability to diagnose complex problems
  • Ability to prioritize and multitask
  • Positive and professional demeanor
  • Ability to provide technical consultation and make best practice recommendations.
  • Highly organized with superb attention to detail
  • Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet
  • Ability to communicate clearly and concisely, verbally and in writing
  • Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives
  • Be comfortable working in a distributed, semi-virtual environment
  • Be able to take minimal direction from others and provide maximal output for yourself (and others)

Nice To Haves

  • EMR/EHR experience is highly preferred.
  • Knowledge of healthcare compliance and HIPAA.
  • Familiarity with the field of ABA is a plus.
  • RBT or BCBA certification is not required, but also a plus.

Responsibilities

  • Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products.
  • Address customer issues and questions promptly and with a positive attitude.
  • Conduct technical product research for customers and respond via phone, email and our internal client support system.
  • Provide accurate information about the products and services.
  • Accurately document and update customer records based on interactions.
  • Develop and maintain a knowledge base of the evolving products and services.
  • Meet targets set for response time, resolution time, and customer satisfaction.

Benefits

  • competitive compensation
  • comprehensive health benefits
  • generous PTO
  • 401(k) matching
  • paid parental leave
  • hybrid work schedules
  • career development support
  • wellness programs
  • opportunities to give back through CR Cares™, our community engagement initiative

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What This Job Offers

Job Type

Full-time

Career Level

Entry Level

Education Level

No Education Listed

Number of Employees

11-50 employees

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