Associate Support Engineer

2 weeks ago

Tucson, United States CareerBuilder Full time

As an Associate Support Specialist, you will provide professional healthcare software support resulting in a high degree of client satisfaction. This includes assessing, documenting, and resolving basic client technical issues within an inbound contact center. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication.
Essential Functions
Receives and responds to incoming client request via telephone, web, chat, and email
Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
Researches, manages and documents issues and documents resolutions while effectively communicating status and partnering with the client
Maintains high Client Satisfaction (Net Promoter) Scores
Stays current with product and industry updates and changes
Identifies need to escalate complex or risk issues to appropriate senior staff
Continually learns and expands knowledge of Clinisys applications, environments, and systems
Creates and references knowledgebase articles
Follows established case management best practices and the Clinisys quality management system and regulatory standards including effective management of Protected Health Information
On-call/holiday rotation(s) required
All other duties and responsibilities as assigned
Skills
Excellent analytical and problem-solving skills
Excellent interpersonal and professional communication skills
Strong time management and organizational skills
Ability to understand and articulate technical concepts and derive solutions
Ability to deal with complex and challenging client issues
Demonstrated ability to resolve complex customer issues
Required Experience & Education
High School Diploma
0-2 years experience with a technical aptitude in one of these areas:

Healthcare technology
Healthcare
Technology
Client support

Preferred Experience & Education
College course work or certification in related field
Prior experience providing support to customers in highly technical environments
Technical certifications and/or training: Examples:

Reading, interpreting, and troubleshooting HL7 messages
Networking
Database administration
Java
Microsoft technologies

Productivity tools such as word processing and spreadsheet applications
Experience supporting enterprise operating systems
Proficient typing skills
Supervisory Responsibilities
None
Physical Requirements
Work is performed in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer.
Travel may be required.
Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours
Travel to client sites that can pose risks associated with healthcare organization.
May be required to follow customer location health and safety requirements
Benefits
Our benefits are designed to help you move forward in your career and areas of your life outside of work.

From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've covered you with our total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your circumstances.
The starting pay range for a candidate selected for this position is generally within the range of $42,700 to $55,000 for annual base salary. The successful candidates actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.
Clinisys Commitment to Equal Opportunity
Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
General Guidance:
This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing scope of accountabilities and is subject to change at any time.

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