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.
