Technical Support Specialist

About the Role Client Technical Support agent will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff. Will need to support CST hours. Responsibilities Troubleshoot product and technical issues. Determine severity and scope analysis of issues inquiries and requests. Communicate effectively with clients via telephone or email. Manage all client related issues into Client Relationship Management tool CRM – Salesforce. Escalate complex issues to technical and product resources with the appropriate information to resolve the customers inquiry. Manage customer and user configurations. Educate and empower customers to maximize utilization of products tools and services. Maintain proficient knowledge of all product and service changes. Monitor system status and communicate issues that need attention internally and externally. Initiate proactive customer communications. Demonstrate Knowledge-Centered Service KCS practices including knowledge articles when appropriate to aid in solving issues for internal and external use. Document solutions in articles that can be reused internally and externally. Use each interaction to build relationships between the customers and the brand. Qualifications Strong prioritization and planning skills. Excellent communication skills and ability to speak clearly with technical as well as non-technical clients. Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying and what they mean. Ability to remain calm and even keeled with frustrated customers. Flexibility to manage unforeseen situations outside of the agents control. Patience to manage repetitive customer support issues. Organizational skills are necessary to prioritize and differentiate important tasks from urgent ones. Displays outstanding customer service attitude. Positive disposition that allows the agent to remain upbeat for the sake of the customers overall impression regardless of the situation. Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization. Exhibits highly analytical intensive research and reconciliation skills. Bachelors degree preferred. Minimum of 2 years experience in healthcare IT Support or SaaS industry. Required Skills Strong prioritization and planning skills. Excellent communication skills. Emotional intelligence. Ability to remain calm. Flexibility to manage unforeseen situations. Patience to manage repetitive issues. Organizational skills. Outstanding customer service attitude. Positive disposition. Relationship building skills. Analytical skills. Preferred Skills Bachelors degree preferred. Minimum of 2 years experience in healthcare IT Support or SaaS industry. Pay range and compensation package Pay: $27 per hour Equal Opportunity Statement We are committed to diversity and inclusivity. Show more Show less