Job Summary : 

Associate Customer Support Technicians interact with customers on a daily basis to provide basic technical support for the application software over VoIP phone and through live text-based chat, using creative problem solving to provide product support and help customers through complex issues. Technicians manage their progress toward results and documents customer communication throughout the - life-cycle- of a reported issue, supporting a fast-paced, metrics-driven customer contact center.

Essential Duties & Responsibilities : 

- Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.

- Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.

- Develops interpersonal service skills and drives efficiency and results to achieve high customer satisfaction.

- Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.

- Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.

- Proactively pursues projects within the Support team to enhance our business and customer service levels.

- Demonstrates initiative to constantly increase knowledge and skills in products they are assigned.

- Constantly and proactively improves customer service skills.

- All other duties as assigned.

Experience : 

Education : 

- Bachelor's degree or equivalent work experience in customer service
 
Minimum Qualifications : 

- Some previous experience in a customer service environment.

- Healthcare industry experience (medical billing, clinical workflow, etc.) is preferred.

- Excellent English proficiency in verbal and written communications

- Accent neutral

Skills/Knowledge : 

- Strong verbal and written communication skills, problem solving/analytical and trouble-shooting skills.

- Excellent customer service skills.

- Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.

Technology Requirements : 

- XXX Mbps internet service if working from home

Work Environment/Physical Demands : 

- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day

- This role requires that one can sit and regularly type on a key board the majority of their work day

- This position requires the ability to observe a computer screen for long periods of time to observe their own and others- work, as well as, in-coming and out-going communications via the computer and/ or mobile devices

- The role necessitates the ability to listen and speak clearly to customers and other associates

- The work environment is an open room with other associates and noise from others will be part of the regular work day

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