Note: The job is a remote job and is open to candidates in USA. Converge Technology Solutions Corp. provides technology services through its Managed Services practice. The Customer Support Specialist delivers first-level support to clients, end users, staff, and patients, troubleshooting technology and Electronic Health Record software issues in an ITIL-managed environment. The role also supports documentation, queue management, knowledge management, and training activities.
Responsibilities
- 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
Skills
- 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
- High school diploma or equivalent
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- 2 years' experience working in a customer service role preferred but not required
- Call Center experience preferred but not required
Benefits
- 100% Remote
Company Overview