Client Technical Specialist - Remote

Overview

The Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

In Short

• Troubleshoot product and technical issues.
• Determine severity and scope analysis of issues, inquiries and requests.
• Experience assisting customers through chat and email.
• Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce.
• Manage customer and user configurations.
• Educate and empower customers to maximize use of products, tools and services.
• Maintain proficient knowledge of all product and service changes.
• Monitor system status.
• Initiate proactive customer communications.
• Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry.

Requirements

• Bachelor's degree (preferred).
• 2 years' experience in customer support/technical support and/or healthcare IT industry (Preferred).
• Experience handling support requests from a variety of different channels.
• Experience interpreting and responding to customer requests with technical and non-technical clients.
• Experience digging into customers' pain points, empathizing with them and validating the issues they're facing.
• Remain calm and even keeled with frustrated customers.
• Flexibility to manage unforeseen situations outside of the agent's control.
• Patience to handle repetitive customer support issues.
• Experience organizing and prioritizing your own tasks.
• Display outstanding customer service attitude.

Benefits

• Medical, life and dental insurance.
• International Share Save Plan.
• Flex Work/Work from home.
• Paid time off.
• Annual Performance Bonus.
• Education Reimbursement.
• Family Bonding, Bereavement Leave, Referral Program, and more.