Customer Support Specialist

2 weeks ago

Remote, Oregon, United States Converge Technology Solutions Full time $40,000 - $60,000 per year

Job Summary:

This exciting entry-level opportunity is a full-time, hourly position with Pellera Technologies. You will be responsible for the day-to-day support of our Managed Services Clients. By leveraging customer service skills and understanding today's technologies and Electronic Health Record software, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology. Please note, the shift for this role is to be determined; Monday - Friday, 8 hour shifts between 10:00am EST and 9:00pm EST or, 10 hour shifts on Monday, Tuesday, Friday & Saturday. We proudly invest in our people and can't wait for you to join our team

Essential Functions:

  • Provides first level support for inbound Interactions and requests from end users, staff and patients.
  • Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
  • Participate in and adhere to all standard operating procedures.
  • Assists with the development and improvement of work instructions, procedures, and documentation.
  • Exceptional Attendance is a must.
  • Mentor and assist with training new Customer Support Specialists.
  • Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures.
  • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
  • Provide feedback of intelligence gained through customer interactions.
  • Make or suggest updates to the Knowledge within the Knowledge Management databases.
  • Other duties as assigned.

Required Skills/Abilities/Competencies

  • Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
  • Technical writing experience
  • Innovative, team-oriented problem solver.
  • Excellent interpersonal and customer service skills. Strong commitment to providing quality service.
  • Excellent organizational, time management and follow through skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced and at times stressful environment.
  • Experience troubleshooting Microsoft Office.
  • Ethical and Critical Thinking.
  • Ability to type at least 25 words a minute.

Education and Experience:

  • High school diploma or equivalent.
  • Professional experience working in a customer service role preferred but not required.
  • Call Center experience preferred but not required.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

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