Technical Support Specialist

4 weeks ago

Portland, United States Cerbo Full time
Job DescriptionJob Description

The Company

Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Technical Support Specialist to join our growing team.

 

What You’ll Do

Our software does many different things: accounting and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients via the Patient Portal; appointment scheduling and task management; etc.

This person will provide customer support directly to the users of our software and their patients, via phone and our ticketing system. This position requires working West Coast hours. Specifically, you will::

  •  Providing customer support via phone, email, and our ticketing system (Freshdesk). This will involve a regular workday schedule, with an occasional rotating weekend support shift is a must.
  • Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement that deal with the patient portal, password resets, simple configuration changes, demographic updates, etc. 
  • Resolve, triage, or escalate support issues according to SOP.
  • Conduct screen-sharing calls to troubleshoot issues or answer questions.
  • Write and update help articles as needed.
  • Assist with lab integrations and testing.
  • Build custom forms/ questionnaires using HTML/ CSS/ PHP.
  • Help with testing out new or updated features.

The job requires excellent interpersonal skills, patience, and the ability to quickly gain proficiency with a complex EHR. The ideal candidate would also have customer service experience, experience in a healthcare setting and an aptitude for utilizing Freshdesk is a plus.  Experience (or interest) in basic coding (HTML/CSS, JavaScript, PHP, MySQL).

 Primary Responsibilities

  • Seek out opportunities for process improvements internally
  •  Work closely cross-functionally to resolve technical or process-related questions.
  • Proactively identify customer needs, challenges and manage expectations
  •  Complete assigned project responsibilities which include but are not limited to: account activations, setting up eFax/ePrescribing, setting up all technical integrations requested by the customer and account deactivations
  • Document progress and updates; communicate whether your activities are on track/off track with the relevant stakeholders
  • Develop and maintain technical expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
  •  Collaborating with Technical Support when indicated to problem solve for customers
  • Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly
What You’ll Bring
  • Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
  • Proven ability to thrive in a constantly changing environment with new challenges
  • Be comfortable with ambiguity; startup/growth environment experience preferred
  • Ability to understand, synthesize, and translate between complex business problems and technical concepts
  • Customer focus and integrity
  • Exceptional written and oral communication skills that display professionalism and build strong relationships with our customers
  • Detail-oriented and adopt a process-oriented mindset

Compensation & Benefits

  • Competitive compensation based on experience
  • Health, dental and vision benefits
  • 401(k) with matching company contribution
  • Short-term disability & long-term disability insurance
  • Paid Time Off policy
  • Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Powered by JazzHR

DkpNf5B4pA

  • Technical Support Specialist

    2 weeks ago

    Portland, United States Cerbo Full time

    The Company Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for...

  • Technical Support Specialist

    2 days ago

    Portland, United States Cerbo Full time

    The Company Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software Cerbo EHR is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country and some around the world use Cerbo for most everything...

  • Tier 3 Support Specialist

    4 weeks ago

    Portland, United States Cerbo Full time

    Job DescriptionJob DescriptionThe CompanyCerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around...

  • Support Services Specialist

    2 weeks ago

    Portland, Oregon, United States Department Of Energy Full time

    Summary This position is located in the Space Services (NWPS) organization of Business Services (NWP), and Workplace Services (NW) Chief Administrative Office (N), Bonneville Power Administration (BPA).The purpose of this position will be to support the NWPS team in all computer aided drafting (CAD) processes updating all databases and drawings for all of...

  • IT Support Specialist

    3 weeks ago

    Portland, United States Collins Pine Co Full time

    ** IT Support Specialist** **Job Category****:** Portland Information Technologies **Requisition Number****:** ITSUP001176 Showing 1 location **Job Details** **Description** **Position Responsibilities** * Respond to end user questions about systems, applications, and hardware in person, over the phone, and email. * Installing, diagnosing, repairing,...

  • Peer Support Specialist

    1 week ago

    Portland, United States Maine Health Full time

    Part Time 165 Lancaster St. Behavioral Health Day/Evening Supporting the Portland Community Peer Support Specialists provide one-on-one support to people in the community, at their homes, and/or at the location where the peer supporter works. Peer Support Specialists also provide group facilitation in various topics related to the setting in which they...

  • Peer Support Specialist

    1 week ago

    Portland, United States Maine Medical Center Full time

    Summary Supporting the Portland Community Peer Support Specialists provide one-on-one support to people in the community, at their homes, and/or at the location where the peer supporter works. Peer Support Specialists also provide group facilitation in various topics related to the setting in which they work, including topics such as wellness, recovery,...

  • Assoc Technical Support Analyst

    3 weeks ago

    Portland, Oregon, United States Neuron team at CDK Global Full time

    The RoleThe Associate Technical Support Analyst provides primary support to customers encountering networking problems when using CDK's products and solutions. Assists customers with product "how to" and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership of each customer inquiry and works with the...

  • Peer Support Specialist

    2 weeks ago

    Portland, United States Central City Concern Full time

    The HOPE program is a permanent housing project that places highly vulnerable and chronically homeless individuals and families into scattered site apartments around the Portland Metro area. It is a housing first model and does not require clients to Support Specialist, Support, Specialist, Peer, Mental Health, Housing, Business Services

  • Air Traffic Control Specialist

    3 weeks ago

    Portland, United States Federal Aviation Administration Full time

    Summary Serves as a Staff Support Specialist (MSS-1) at Portland TRACON, Level 8 facility. Duties Responsible for tactical, strategic, and administrative support of multiple program areas such as training, quality control, quality assurance, traffic management, airspace and procedures, plans and programs, operational automation, military...

  • Peer Support Specialist

    2 weeks ago

    Portland, United States mhacbo.org Full time

    Job DescriptionThe Peer Support Specialist, as part of an integrated care team, will provide peer-based, supportive services to adults, children, adolescents and families as assigned by a designated QMHP or Clinical Supervisor. The Counselor I may be assigned to any agency program including, but not limited to: ACT, Crisis, Intensive Services, Outpatient,...

  • Peer Support Specialist

    3 days ago

    Portland, United States mhacbo.org Full time

    Job DescriptionThe Peer Support Specialist, as part of an integrated care team, will provide peer-based, supportive services to adults, children, adolescents and families as assigned by a designated QMHP or Clinical Supervisor. The Counselor I may be assigned to any agency program including, but not limited to: ACT, Crisis, Intensive Services, Outpatient,...

  • Assoc Technical Support Analyst

    3 weeks ago

    Portland, United States TechAlliance of Southwestern Ontario, London Economic Development Corporation Full time

    Assoc Technical Support Analyst page is loaded Assoc Technical Support Analyst Apply locations Portland, OR, USA posted on Posted 4 Days Ago job requisition id JR5961 Position Responsibilities & Essential functions Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket Creates case logs, record information, establish...

  • Administrative Support Specialist

    3 days ago

    Portland, United States Bigfoot Staffing Full time

    Job DescriptionJob DescriptionJob Title: Administrative Support SpecialistJob Summary:The role of Administrative Support Specialist involves handling calls, welcoming visitors, supporting sales and accounting, and managing office materials.Essential Job Duties:Answer phones and greet visitorsSort mail and assist with paperworkKeep sales materials organized...

  • Administrative Support Specialist

    8 hours ago

    Portland, United States Bigfoot Staffing Full time

    Job DescriptionJob DescriptionJob Title: Administrative Support SpecialistJob Summary:The role of Administrative Support Specialist involves handling calls, welcoming visitors, supporting sales and accounting, and managing office materials.Essential Job Duties:Answer phones and greet visitorsSort mail and assist with paperworkKeep sales materials organized...

  • Assoc Technical Support Analyst

    3 weeks ago

    Portland, United States CDK Global Full time

    The Role...The Associate Technical Support Analyst provides primary support to customers encountering networking problems when using CDK's products and solutions. Assists customers with product "how to" and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership of each customer inquiry and works with...

  • Supervisory Biomedical Equipment Support Specialist

    2 weeks ago

    Portland, United States Department Of Veterans Affairs Full time

    Summary VA Portland Health Care System is a Complexity Level 1a Facility and provides extensive primary, secondary, tertiary, and quaternary care in outpatient, inpatient, residential, and community settings. VAPORHCS is a multi-site medical system that includes a major medical facility...

  • Supervisory Biomedical Equipment Support Specialist

    2 weeks ago

    Portland, Oregon, United States Department Of Veterans Affairs Full time

    Summary VA Portland Health Care System is a Complexity Level 1a Facility and provides extensive primary, secondary, tertiary, and quaternary care in outpatient, inpatient, residential, and community settings. VAPORHCS is a multi-site medical system that includes a major medical facility in Portland, Oregon, outpatient and residential facilities in...

  • Behavioral Health Support Specialist

    1 month ago

    Portland, United States Unity Full time

    Overview We continue our commitment to raise the bar on the quality of behavioral health care provided to those in our community who suffer from mental illness. Finding the best people to join our team is crucial in meeting our goals. If you thrive in a team environment and you want to provide administrative support and customer service in a patient...

  • Assoc Technical Support Analyst

    4 weeks ago

    Portland, United States CDK Global Full time

    The Role...What you'll do...Documents all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests.Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action, assuring a timely resolution to customer inquiries.Must be able to...