Customer Support Specialist

Converge Enterprise; Northern (KY); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Converge Enterprise is seeking a Customer Support Specialist to provide day-to-day support for Managed Services clients in a remote capacity. The role leverages customer service skills and familiarity with modern technologies and EHR software within an ITIL framework.

The position entails Monday–Friday, 40 hours, Central Time hours, with non-exempt status and opportunities to train and mentor newer staff. Strong communication and organizational skills are essential.

Qualifications

• Excellent verbal and written communication skills.
• Technical writing experience.
• Innovative, team-oriented problem solver.
• Excellent interpersonal and customer service skills.
• Excellent organizational, time management and follow through skills.
• Ability to type at least 25 words a minute.

Responsibilities

• Provides first level support for inbound interactions and requests from end users, staff and patients.
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Mentor and assist with training new Customer Support Specialists.
• Assist other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.

Skills

Verbal communication

Written communication

Technical writing

Team-oriented problem solving

Customer service

Organizational skills

Time management

Prioritization

Microsoft Office troubleshooting

Typing speed 25 wpm

Ethical thinking

Critical thinking

Education

High school diploma or equivalent

2 years' customer service experience preferred

Tools

Microsoft Office

Job description

Practice: Managed Services

Position Title: Customer Support Specialist

Position Location: Remote,

Reports to: Team Lead Customer Support

Job Summary:

Responsible for the day-to-day support of Managed Services Clients. By leveraging customer service skills and understanding today's technologies and Electronic Health Record software, solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

Work Schedule:

Monday to Friday, first shift hours, 40 hours per week, work hours will be in the Central Time Zone.

FLSA Status:

Non-Exempt.

Essential Functions:

• Provides first level support for inbound Interactions and requests from end users, staff and patients.
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Exceptional Attendance is a must.
• Mentor and assist with training new Customer Support Specialists.
• Assist other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases.
• Other duties as assigned.

Required Skills/Abilities/Competencies

• Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience
• Innovative, team-oriented problem solver.
• Excellent interpersonal and customer service skills. Strong commitment to providing quality service.
• Excellent organizational, time management and follow through skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and Critical Thinking.
• Ability to type at least 25 words a minute.

Education and Experience:

• High school diploma or equivalent.
• 2 years' experience working in a customer service role preferred but not required.
• Call Center experience preferred but not required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.