Technical Support Specialist

4 days ago


Pittsburg, United States AristaMD Full time
Job Purpose The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. The ideal candidate will use their interpersonal skills to communicate with clients and provide a solution to their technical problems quickly and professionally. Professionalism and urgency is a priority.
 Duties and Responsibilities
  • Maintains an atmosphere of friendly, enthusiastic customer service with an emphasis of taking care of the internal/external client.
  • Provides technical support to our internal and external client base; providing a delightful service experience, facilitating efficient resolution of technical issues.
  • Providing technical assistance and solutions to clients.
  • Collecting specific and detailed information from reference sources, software utilities, or clients.
  • Performing advanced troubleshooting of line of business applications, laptops and other devices.
  • Acts as a liaison between clients and internal IT support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary.
  • Utilizing the service desk ticketing system to document all work, progress, and resolutions.
  • Ensuring tickets are promptly assigned and processed.
  • Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
  • Contacting clients and resolving issues within SLA timeframes.
  • Following up with clients to ensure accurate solutions and client satisfaction before closing each ticket.
  • Supporting client implementation efforts by assisting in business requirements gathering and documentation, supporting training efforts, providing technical support where necessary.  Ensuring successful execution according to client milestones.
  • Performs remote analysis, diagnosis, and resolution of complex desktop problems for end users, recommends and implements corrective solutions, including off-site repair for remote users as needed.
  • Receives and responds to incoming calls, emails or Slack messages regarding desktop/laptop issues.
  • Establish/improve support best practices.
  • Assists in Technical Support Lead as needed.
  • Other duties, as assigned.
Qualifications
  • 2+ years healthcare technology company experience preferred; within software development, software testing and troubleshooting, technical support or product management functions.
  • 1+ years of desktop support
  • 1+ years of Tier 1/2 technical support
  • Associates degree preferred
  • Proficient with Apple devices, Windows computers, 0365 Suite, Google Suite, JumpCloud, Slack, Box, LucidChart preferred
  • Ability to manage customers experience and expectations while providing world-class customer service.
  • Passion for customer experience, opinionated and intuitive about what is good vs. poor experience in technology
  • Extremely detail oriented with excellent written and verbal communication skills
  • Ability to prioritize and communicate your prioritization criteria
  • Strong analytical/problem solving skills  
Direct Reports None. This is an individual contributor role.

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