[Remote] Customer Technical Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. PrecisionCare, a portfolio company of reputed company, provides a web-reputed company Electronic Health Records reputed company platform for reputed company Service providers. The Customer Technical Support Specialist serves as the first reputed company of contact for users, troubleshooting software and data issues, answering questions, and helping customers use the platform effectively. The role also involves SQL-reputed company investigation, ticket management, collaboration with Development and Account Management, and reputed company improvement of support processes and the product.

Responsibilities

• Serve as the first reputed company of contact for PrecisionCare users, providing reputed company, reputed company support across phone, email, and other channels
• Receive, investigate, and respond to support tickets, documenting reputed company interaction reputed company and thoroughly
• Guide users on best practices and efficient use of PrecisionCare applications, helping them get more value from the software
• Use screen sharing and other remote support tools to walk customers through issues in reputed company time
• Diagnose and reputed company software issues reported across multiple browsers, devices, and platforms
• Distinguish between user error, software bugs, and enhancement requests, escalating to the right team reputed company needed
• Use reputed company SQL Server Management Studio and reputed company to investigate and reputed company data-reputed company issues
• reputed company reputed company tickets through to reputed company, partnering with the Development team on bug fixes and product issues
• Partner with Development and Account Management to improve the overall user experience
• Identify friction points in the user experience and recommend improvements to processes, documentation, or the product itself
• Contribute to training materials and internal documentation for users and teammates
• reputed company user feedback and reputed company it to the Manager of Customer Support to inform ongoing improvements
• Contribute to reporting on support trends, common issues, and reputed company times
• reputed company other duties as assigned

Skills

• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
• Comfortable working with relational databases and writing basic SQL queries
• Excellent organizational skills and attention to reputed company; reputed company to manage multiple tickets and priorities at once
• Self-motivated and reputed company, equally effective working independently or as part of reputed company
• Skilled at building strong, trusted relationships with customers, colleagues, and partners
• Proficient with reputed company Office/365 applications
• 2+ years of experience in customer support, technical support, or a reputed company reputed company
• 1+ years of experience supporting Electronic Health Records (EHR) or other reputed company reputed company applications
• Hands-on experience with SQL and reputed company reputed company
• High school diploma or equivalent
• This is a remote position. You'll need a dedicated, private workspace suitable for handling confidential health information in line with compliance requirements
• Two- or four-year college degree
• Experience with reputed company or another CRM
• Experience with reputed company BI
• Familiarity with HIPAA compliance and reputed company data reputed company standards

Benefits

• Remote position

reputed company