Advanced Software Customer Support Specialist

2 weeks ago


Tucson, Arizona, United States Parallel Partners Full time

Advanced Software Customer Support Specialist


The Advanced Software Customer Support Specialist will address elevated customer service inquiries and provide assistance to end users while managing Tier II requests on a daily basis.


Key Responsibilities:

  • Engage with a ticketing system to assess and resolve software-related issues associated with our proprietary applications.
  • Enhance operational efficiency by refining and establishing new workflows and protocols.
  • Create and improve support and training resources that boost software functionality.
  • Address incidents reported in the Customer Solutions Center.
  • Proactively strive to enhance the implementation experience for clients, team members, and the organization.
  • Participate in virtual meetings with clients to troubleshoot intricate issues related to EHR Software.
  • Assess whether issues are linked to hardware, network, software, or browser complications.
  • Conduct data analysis for client dashboards.
  • Perform regression testing within the software environment through both manual and automated testing methods.
  • Collaborate with our development teams both domestically and internationally.
  • Mentor and assist the Tier 1 Support team on procedures, ticket management, and customer service excellence.
  • Provide second-level support for more intricate customer inquiries.
  • Aim for complete resolution on the first interaction.
  • Adapt to a performance-driven metric environment.
  • Stay informed about new products and services.
  • Work closely with leadership, business development, and product teams to analyze customer trends.
  • Regularly engage with leadership to propose advanced solutions aimed at reducing customer inquiries based on observed trends.
  • Possess a solid understanding of troubleshooting complex issues.

Required Qualifications:

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, or Systems Administration is preferred.
  • A minimum of 3 years of experience with Electronic Health Records.
  • At least 5 years in a customer support capacity (Technical or Customer Service Support).
  • Familiarity with IT functional areas and responsibilities.
  • Valid driver's license and a satisfactory driving record.
  • Some travel may be necessary.
  • Strong verbal and written communication skills.
  • Proficient in various tech applications and testing protocols, including collaboration tools, ticketing systems, spreadsheets, and development software.
  • Strong critical thinking and problem-solving skills.
  • Attention to detail, adherence to deadlines, and a commitment to achieving results.
  • Experience with performance-based metrics systems.
  • Knowledgeable in case management systems.

Keywords:
Advanced Software Customer Support Specialist, Electronic Health Records, Technical Support, Healthcare, Information Technology Jobs.

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