Customer Support Specialist

Coronis Health; Chapel Hill (NC); Remote; Full time

Job summary

A leading company in healthcare technology is seeking a Customer Support Specialist who excels in providing exceptional technical assistance and customer service. The role involves troubleshooting software and hardware issues, managing support tickets, and ensuring high customer satisfaction. Competitive salary package and a comprehensive benefits plan are offered, fostering a diverse and inclusive work environment.

Benefits

Medical, dental, and vision insurance

401(k) plan with employer contributions

Paid time off (PTO)

Employee assistance program (EAP)

Professional development opportunities

Qualifications

• 1 year of desktop or IT support experience required.
• A+ or MCSA certification preferred.
• High school diploma or equivalent required.

Responsibilities

• Serve as the initial point of contact for customers requiring technical assistance.
• Respond to and manage support tickets in a timely and professional manner.
• Diagnose, research, and resolve Tier 1 technical issues.

Skills

Strong communication skills

Customer service mindset

Problem-solving abilities

Time management skills

Technical troubleshooting

Education

High school diploma or equivalent

A+ or MCSA certification

Associate degree in a related field

Tools

Windows 10/11

Microsoft Office 365

Antivirus software

Active Directory

Basic networking

Job description

Title: Customer Support Specialist

Location: USA/Remote

Reports to: VP of Delivery Management/IT

FLSA Classification: Non-Exempt

Full-Time or Part-Time: Full-Time

Salary Range: $22 - $32

• Starting pay varies based on location and experience, in compliance with specific state wage regulations. Competitive rates tailored to your geography and expertise.
  
  

Position Overview

We are seeking a Customer Support Specialist with a passion for providing outstanding technical assistance and customer service. This role serves as the first point of contact for Coronis customers seeking Tier 1 support for our software products. Support is provided via phone and email, and all issues are tracked in a ticketing system. The ideal candidate will possess strong troubleshooting abilities, technical acumen, and a proactive approach to resolving client issues efficiently.

Key Responsibilities

• Serve as the initial point of contact for customers requiring technical assistance
• Respond to and manage support tickets in a timely and professional manner
• Diagnose, research, and resolve Tier 1 technical issues related to hardware and software
• Escalate complex or urgent issues to higher-tier support or appropriate teams
• Document all support interactions thoroughly within the ticketing system
• Contribute to the development and improvement of support procedures and policies
• Maintain a high level of customer satisfaction through quality support interactions
• Perform other duties as assigned
  
  

Skills and Competencies

• Strong communication skills (written and verbal)
• Customer service mindset with the ability to remain calm and professional
• Working knowledge of:
• Windows 10/11
• Microsoft Office 365
• Basic Active Directory concepts
• Antivirus software (Endpoint and Server)
• PC hardware components
• Basic networking (wired/wireless, TCP/IP, connectivity troubleshooting)
• Strong organizational and time management skills
• Problem-solving abilities with a focus on root cause resolution
  
  

Education and Experience

• Minimum of 1 year of desktop or IT support experience required
• A+ or MCSA certification preferred
• High school diploma or equivalent required; associate degree in a related field preferred
  
  

Benefits

Coronis Health offers a comprehensive benefits package to support the well-being and success of our employees, including:

• Medical, dental, and vision insurance
• 401(k) plan with employer contributions
• Paid time off (PTO) and paid holidays
• Employee assistance program (EAP)
• Professional development opportunities
  
  

Benefits may vary based on employment status.

Additional Information

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve.

Coronis Health is committed to creating a diverse and inclusive environment where all employees are treated fairly and with respect. We are an equal-opportunity employer, providing equal opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. We welcome and encourage applications from candidates of all backgrounds