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Technical Support Specialist

2 months ago

Indianapolis, Indiana, United States Anchor Point Technology Resources Full time

Anchor Point Technology Resources is seeking a dedicated professional for their customer support division, focusing on telephonic assistance. This role offers a hybrid work arrangement with one day required onsite.

Key Responsibilities:

  • Deliver exceptional customer service to every client reaching out to the Service Center for support.
  • Translate customer terminology and industry jargon for clarity among application analysts.
  • Address inquiries and efficiently manage the execution of Incident, Change, and Problem processes.
  • Document and record all details related to issues in the Service Management Portal.
  • Maintain proficiency in the following technical areas:
  • Microsoft Operating System navigation and support.
  • Technical support for Microsoft Productivity Software (Office 365, Teams).
  • Troubleshooting network devices (modems, routers, and wireless NICs).
  • Support for Electronic Medical Records (EMR) systems.
  • Assistance with other workplace technology as required.
  • Collaborate with team members to provide additional insights for rapid case resolution.
  • Participate in scheduled integrity checks within the Data Center, respond to alerts, and provide minimal onsite assistance when necessary.

Qualifications:

  • 2-5 years of direct customer service experience, including retail environments.
  • Strong verbal and written communication abilities.
  • Experience in a Human Resources Customer Service role is advantageous but not mandatory.
  • Familiarity with a diverse range of technologies.
  • Experience with web-based applications and deployments (e.g., Citrix, PeopleSoft, SharePoint).
  • Knowledge of Electronic Medical Record documentation and support (e.g., Epic).
  • Experience with workstation maintenance and repair (PCs, peripherals, mobile devices, printers).
  • Educational Background:
  • Bachelor's degree in communications, public relations, technology, or equivalent experience in a customer service setting.
  • Technical certifications are a plus but not essential.
  • Typing speed of 40+ words per minute.