Customer Service- Technical Support Specialist

Solutionreach, Inc.; Lehi (UT); Remote; USD 55,000 - 75,000; Full time

Job summary

Solutionreach, Inc. is seeking a Technical Support Specialist to troubleshoot our software for healthcare practices and educate clients on best practices. This role emphasizes ownership, fast issue resolution, and clear communication across phone, chat, and email.

You will develop product knowledge, assist clients from clinics to hospitals, and provide proactive training and ongoing support remotely to drive client success.

Qualifications

• 2+ years of experience in technology with customer service.
• Proficient with Windows workstation and server environments.
• Strong written and verbal communication.
• Familiar with database types.
• Able to troubleshoot, test, document, and train on software.
• Tech savvy with healthcare practice needs.
• Experience in SaaS is a plus (preferred).

Responsibilities

• Respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software.
• Act with determination and full ownership to resolve all cases with importance on first contact resolution.
• Develop an understanding of product knowledge, architecture, and solutions.
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs.
• Exhibit a speed to success through effective troubleshooting.
• Highlight the ability to resolve synchronization software functioning issues.
• Responsible for managing cases and ensuring timely resolution of client concerns.
• Provide expert advice to assist clients with the health of their business through using Solutionreach software.
• Demonstrate drive for the success of our client’s practices.
• Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution.
• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together.
• Effectively communicate with the client base via phone email and chat.

Skills

Windows OS

Communication skills

Database knowledge

Troubleshooting

Documentation

Medical software understanding

Client training

Tools

Command prompt

Terminal

CRM software

Job description

Description

A Technical Support Specialist is not your typical person in a client-facing role. Our Technical Support Specialists rectify existing problems and troubleshoot potential problems, while utilizing excellent, in-depth knowledge of company products. They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support for new clients and on-going support and training to current clients is one of our three-fold objectives as a company.

Requirements

DUTIES AND RESPONSIBILITIES

• Responding to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
• Act with determination and full ownership to resolve all cases with importance on first contact resolution
• Develop an understanding of product knowledge, architecture, and solutions
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
• Exhibit a speed to success through effective troubleshooting
• Highlight the ability to resolve synchronization software functioning issues
• Responsible for managing cases and ensuring timely resolution of client concerns
• Provide expert advice to assist clients with the health of their business through using Solutionreach software
• Demonstrate drive for the success of our client’s practices
• Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together
• Effectively communicate with the client base via phone email and chat

a Bit About You

• At least 2+ years experience in the field of technology with additional customer service experience
• Proficient and experienced in Windows workstation and server environments
• Strong communicator and social skills
• 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

Preferred Qualifications

• Prior experience in the Saas industry
• Prior consultant experience in assisting customers to utilize software effectively
• Knowledge of OS workstations and server environments
• Command prompt and terminal command knowledge
• Other related medical software and/or technology experience
• Medical office experience working with PM/EMR/HER software on a day-to-day basis
• Prior case/account management

Where is this role physically located?

Fully Remote

What is the selection process?

• A phone call with People & Culture
• A video interview with the Team Lead
• A video interview with Manager of Customer Care

Solutionreach, Inc. is an equal opportunity employer and E-Verify participant. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.