Technical Support Specialist, Fully Remote

2 weeks ago

Rockville, United States Centauri Health Solutions Full time

**Role Overview**:
As a Technical Support Specialist, you are a critical member of our Support team and report to the Director of Customer Support and Enrollment. This role is responsible for delivering first class technical customer support as part of an innovative and forward-thinking company in the health informatics market. The Technical Support Specialist serves customers by responding to support requests related to Centauri SES products and services. As a customer-focused team player, the Technical Support Specialist must possess a proven ability to take ownership of the customer experience, have exceptional attention to detail, and demonstrate strong critical thinking and problem-solving skills. Overall, the Technical Support Specialist must have the willingness to go the extra mile to ensure excellent customer support.

**Role Responsibilities**:

- Resolving and classifying technical issues in a timely manner, answer inquiries, and provide effective resolutions to close out issues
- Maintaining customer records by updating account information
- Creating documentation
- Participating in interoperability testing.
- Work closely with internal stakeholders and be the primary point of contact for customers
- Conduct welcome calls with new customers and provide telephone and web-based training and support to ensure retention, satisfaction and that consumers get the most from SES services
- Recommend potential products or services to management by collecting customer information and analyzing customer and market needs
- Prepare product or service reports by collecting and analyzing customer information
- Implement process improvements to promote operational success
- Contribute to team efforts by accomplishing related results as needed

**Role Requirements**:

- Bachelor’s degree in business, marketing, technology, or related field preferred
- Strong background in data analytics
- Ability to deliver a high level of customer service at all times
- Ability to ensure customers understand of the features and benefits of product and services to best meet their needs
- Strong critical thinking and problem-solving skills
- Strong communication and customer service skills and ability to take ownership of the customer experience
- Excellent verbal and written communication skills

We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals. We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities. This position is bonus eligible in accordance with the terms of the Company’s plan.

Centauri currently maintains a policy that requires several in-person and hybrid office workers to be fully vaccinated. New employees in the mentioned categories may require proof of vaccination by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

This position is bonus eligible in accordance with the terms of the Company’s plan.

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