Customer Service – Technical Support Specialist

Solutionreach, Inc. · via Devremote

🌎 Remote 📍 Remote, Utah ⌛ Posted 2 days ago

Respond to inbound client calls, chats, and cases regarding client-specific products while troubleshooting software
Resolve cases with emphasis on first-contact resolution
Develop product knowledge, architecture, and solutions understanding
Support clients in personalizing the service to their practice needs
Troubleshoot synchronization software functioning issues
Manage cases and ensure timely resolution of client concerns
Provide expert advice on using Solutionreach software to support clients' businesses
Solve software issues using creative solutions and communicate resolution steps to clients
Empower and educate clients on self-help options and knowledgebase usage
Communicate with clients via phone, email, and chat
Train medical and healthcare professionals, staff, and administrators on the technology
Provide exceptional support for new clients and ongoing support and training to current clients

At least 2+ years experience in the field of technology with additional customer service experience
Proficient and experienced in Windows workstation and server environments
Familiar with one or more database types
Able to troubleshoot, test, report, document, install, and train on software
Strong written and verbal communication skills
Tech savvy with an understanding of how medical practice needs can be better supported through technology
Prior experience in the SaaS industry preferred
Prior consultant experience in assisting customers to utilize software effectively preferred
Knowledge of OS workstations and server environments preferred
Command prompt and terminal command knowledge preferred
Other related medical software and/or technology experience preferred
Medical office experience working with PM/EMR/EHR software on a day-to-day basis preferred
Prior case/account management preferred