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Technical Support Specialist

2 months ago

Troy, Michigan, United States Ciber Full time

Ciber is seeking dedicated individuals to join our team and contribute to innovative projects while advancing their careers. At Ciber, you will collaborate with industry experts and be part of successful teams that drive our clients' achievements. This role offers long-term career growth opportunities in a dynamic environment that embraces the latest technologies.

Position: Technical Support Specialist

Job Overview

The Technical Support Specialist provides essential first and second level assistance to healthcare professionals and patients, utilizing a high level of customer service and clinical expertise in both acute and post-acute settings.

Your responsibilities will include:

  • Handling incoming inquiries from the client community, delivering first-level support, and meticulously documenting each interaction while verifying customer details and troubleshooting steps.
  • Investigating, resolving, and responding to clinical and technical inquiries received through various communication channels, ensuring timely callbacks and escalating issues as necessary.
  • Facilitating the resolution of user and support challenges across company locations to enhance knowledge sharing and positively influence user satisfaction.
  • Contributing to the Clinical Knowledge Base to improve service delivery.
  • Providing accurate and innovative solutions to user challenges of moderate complexity to maintain user productivity.
  • Staying informed about relevant clinical and technical product offerings and support policies to deliver precise solutions to clients.
  • Participating in team initiatives aimed at enhancing the quality or efficiency of the support center and assisting with specialized clinical product-related matters as required.
  • Gaining experience in clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, and Allscripts.
  • Supporting clinicians throughout the patient care process and leveraging this hands-on experience for career advancement.
  • Collaborating directly with physicians and nurses to troubleshoot technical issues affecting patient care.
Knowledge, Skills, and Abilities:
  • Basic typing proficiency.
  • Familiarity with Citrix and VPN technologies.
  • Experience in troubleshooting printer, web browser, and software issues, as well as basic network problem assessment.
  • Utilization of an IT Service Management system to document incidents and requests.
  • Strong listening, verbal, and written communication skills.
  • A proactive approach with the ability to multitask effectively while paying attention to detail.
  • A positive attitude towards learning EMR applications for level 1 support and their workflows.
  • Well-developed organizational, communication, and time management abilities.
  • Professionalism and business maturity are essential.
  • Capability to troubleshoot, analyze, and resolve customer concerns.
  • High technical aptitude and strong PC literacy skills.
  • Ability to work independently and collaboratively within a team, maintaining composure under pressure.
Education and Experience:
  • Ideal candidates should possess an interest in the clinical and medical fields, coupled with a driven personality and strong communication and customer service skills.
  • A minimum of a high school diploma is required.
  • At least 18 months of experience in a Service Desk Analyst role is preferred.
  • Prior experience in a nursing or medical/pharmacy environment is advantageous.
  • Experience with major clinical EMR applications (Epic, Cerner, Allscripts, etc.) is preferred.
  • HDI Support Center Analyst Certification is a plus.