Triage Technical Support Specialist

1 week ago

Boiling Springs, United States Advanced Automation Consulting Full time
Job DescriptionJob Description

This position is on-site, M-F, in Boiling Springs, SC.

AAC is seeking a motivated and eager IT professional to join a client in the Spartanburg, SC area as a Triage Technical Support Specialist. This person will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support Team collaborates closely with other teams including Implementation, Marketing & Sales, Success & Retentions to solve customer issues and provide a superior support experience.

Description of Job Duties:

  • Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM System
  • Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration
  • Troubleshooting common issues with a product or service
  • Provide customer with included instructions to remotely connect to their machine
  • Follow up with customers to ensure that inquiries have been addressed
  • Follow KB Articles and guidance from team members to solve customer inquiries
  • Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance
  • Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions

Required Experience and Qualifications:

  • Excellent customer service skills
  • Ability to answer a high volume of calls and/or emails daily
  • Strong listening, verbal and written communication
  • Innovative, quick learner, and good teammate
  • Strong organizational skills including attention to detail and multi-tasking
  • Comfortable learning new tools and being creative to solve problems
  • Able to work in a versatile fast-paced environment
  • Keep up with changing healthcare and technological industry

Preferred Skills or Experience:

  • 1-3 years of experience in Helpdesk / Customer Support position
  • Familiarity with healthcare industry
  • Prior experience with using a CRM System

 

Company DescriptionAdvanced Automation Consulting, Inc., headquartered in Columbia, SC, is an IT Consulting Services firm focused on the long-term success of our clients and consultants. At AAC, we never lose our intense, passionate focus on the needs of our clients. We attract and retain the best and brightest consultants and provide them with support, training, and the project discipline to ensure the success of our clients and AAC.

We operate at the highest level of integrity at all times, strive to be the *Best of the Best* in all that we do, and we are the Best Value service provider to our clients.Company DescriptionAdvanced Automation Consulting, Inc., headquartered in Columbia, SC, is an IT Consulting Services firm focused on the long-term success of our clients and consultants. At AAC, we never lose our intense, passionate focus on the needs of our clients. We attract and retain the best and brightest consultants and provide them with support, training, and the project discipline to ensure the success of our clients and AAC. \r
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We operate at the highest level of integrity at all times, strive to be the *Best of the Best* in all that we do, and we are the Best Value service provider to our clients.

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