Software Support Specialist – Troubleshooting & Education

symplr; United States; On-site; USD 30,000 - 36,000; Full time

Job summary

symplr seeks a Customer Support Specialist to learn and provide software application and technical assistance to customers on a single product. You will diagnose, troubleshoot, and resolve questions, while educating customers on features and best practices to increase self-sufficiency.

You will document all activities in CRM, escalate issues as needed, and participate in training to expand knowledge. This role requires teamwork, communication skills, and a customer-first mindset.

Qualifications

• Technical-related Associate’s degree and/or 2 years of progressive experience within technical service/support role.
• Excellent time management, resource organization and priority setting skills, and the ability to multi-task in a fast-paced environment.
• Proven aptitude for learning complex software/hardware solutions.
• Strong customer service skills.
• Critical-thinking skills to proactively process and resolve challenges independently and with deliberate time management.
• Strong written and verbal communication skills.
• Ability to use sound decision-making in support of customer and business needs.
• Self-motivated.
• Collaborative mindset.
• Solid troubleshooting and research skills that help resolve issues to drive customer outcomes.
• Ability to stay calm in pressurized or stressful situations and coach customers through solving problems.
• Ability to be adaptable and take initiative.
• Desired Skills and Qualifications:
• Basic knowledge/experience with the healthcare industry.
• Basic knowledge in VMware, SQL Server, SQL Query Language, Troubleshooting tools, Windows Servers and Desktops, Cloud Technologies.

Responsibilities

• Learn and provide to our external customer base exceptional and meaningful assistance on one of our product offerings via established channels (phone, e-mail, web portal and chat)
• Respond to client’s application and system issues per our service level agreements
• Diagnose, troubleshoot, and resolve application, technical, and hardware issues
• Provide education to customers focused on functionality, features, and best practices so they can become more self-sufficient
• Clearly and concisely document all correspondence and activities related to cases in CRM or other specified tools
• Properly escalating potential problems as needed to next tier, leadership, etc.
• Perform remote dial-in support to customers as needed
• Conduct/participate in scheduled conference calls with customers
• Adhere to established processes and workflows; specifically, as it relates to solidifying a positive experience with every customer interaction
• Manage customer case load with CRM (and other provided) tool(s) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Proactively and appropriately share well thought-out, constructive feedback and ideas to better the department and/or the company as a whole
• Participate in team, department, and company meetings as scheduled
• Seek continuous product knowledge and industry knowledge
• Participate in training opportunities to continually increase solution knowledge
• Work to meet or exceed individual, department, and corporate goals and imperatives
• Work effectively and efficiently as an individual and within a team
• Work collaboratively with other departments to ensure organizational and customer success
• Perform other duties and projects as assigned

Skills

Time management

Customer service

Written & verbal comms

Troubleshooting

Calm under pressure

Initiative

Adaptability

Team collaboration

Critical thinking

Multi-tasking

Education

Associate's degree in technical field

Technical support experience (2 yrs)

Tools

VMware

SQL Server

SQL Query Language

Windows Server

Cloud technologies

Job description

symplr seeks a Customer Support Specialist to learn and provide software application and technical assistance to customers on a single product. You will diagnose, troubleshoot, and resolve questions, while educating customers on features and best practices to increase self-sufficiency.

You will document all activities in CRM, escalate issues as needed, and participate in training to expand knowledge. This role requires teamwork, communication skills, and a customer-first mindset.