Customer Service- Technical Support Specialist

All Jobs  >  Customer Service- Technical Support Specialist Solutionreach Inc Apply Customer Service- Technical Support Specialist Fully Remote • UT • Customer Care Apply Job Type Full-time Description A Technical Support Specialist is not your typical person in a client-facing role. Our Technical Support Specialists rectify existing problems and troubleshoot potential problems, while utilizing excellent, in-depth knowledge of company products. They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support for new clients and on-going support and training to current clients is one of our three-fold objectives as a company. Requirements   DUTIES AND RESPONSIBILITIESResponding to inbound client calls, chats and cases regarding client specific products while troubleshooting our softwareAct with determination and full ownership to resolve all cases with importance on first contact resolutionDevelop an understanding of product knowledge, architecture, and solutionsDemonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needsExhibit a speed to success through effective troubleshootingHighlight the ability to resolve synchronization software functioning issuesResponsible for managing cases and ensuring timely resolution of client concernsProvide expert advice to assist clients with the health of their business through using Solutionreach softwareDemonstrate drive for the success of our client’s practicesMust be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolutionResponsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers togetherEffectively communicate with the client base via phone email and chatA BIT ABOUT YOUAt least 2+ years experience in the field of technology with additional customer service experienceProficient and experienced in Windows workstation and server environmentsStrong communicator and social skillsFamiliar with one or more database typesAble to troubleshoot, test, report, document, install, and train on softwareStrong written and verbal communication skillsTech savvy with an understanding of how medical practice needs can be better supported through technology PREFERRED QUALIFICATIONSPrior experience in the Saas industryPrior consultant experience in assisting customers to utilize software effectivelyKnowledge of OS workstations and server environmentsCommand prompt and terminal command knowledgeOther related medical software and/or technology experienceMedical office experience working with PM/EMR/HER software on a day-to-day basisPrior case/account management      Where is this role physically located? If you live 50 miles or less from Lehi, Utah this role is hybrid- in the office 2-3 days a week and the rest of the week working from home. If you live 50+ miles from Lehi Utah, this role is remote. What is the selection process?A phone call with Manager of Talent AcquisitionA video interview with the Team Lead A video interview with Manager of Customer CareSolutionreach, Inc. is an equal opportunity employer and E-Verify participant. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics...