Support Analyst

MediSolution; Mississippi; Remote; USD 40,000 - 60,000; Full time

Job summary

MediSolution is looking for a dedicated Technical Support Specialist in Mississippi to provide remote customer service and technical support. The role involves diagnosing software issues, documenting communications, and collaborating effectively with teams to ensure timely solutions. The ideal candidate will have a background in technical support and excellent communication skills, with a positive attitude toward problem-solving.

Qualifications

• 3-5 years customer service experience in a technical environment desired.
• Experience with Microsoft 365 and CRM platforms preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical phone support to customers in a remote environment.
• Diagnose software issues and perform necessary fixes.
• Document all customer communication via an internal ticketing system.

Skills

Customer service

Troubleshooting

Technical support

Communication

Organizational skills

Collaboration

Tools

Microsoft 365

CRM platforms

IBM AS400

Job description

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers in a remote environment.
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient and effective manner.
• Installing and updating Delta product line applications, integrated 3rd party applications and operating system and/or database applications.
• Learning, understanding, implementing and training on a variety of software applications.
• Identification and communication of additional revenue streams/opportunities within the support arena.
• Providing regular and timely status reports and progress of assigned work to the Support Services Manager.
• Travel – less than 15%.

The desired candidate must possess a high level of initiative, aptitude and energy to succeed in a fast-paced environment. We also require several of the following attributes:

Essential Qualifications

• 3-5 years customer service experience in a technical environment desired.
• Experience working within or as a vendor for local government tax appraisal, assessment and collection groups is a plus.
• Knowledge of IBM AS400 environment is desired but not required.
• Familiarity with using CRM platforms to document all customer communication.
• Experience with Microsoft 365, Teams, and VOIP systems preferred.
• Demonstrated ability to work effectively within a collaborative, team-based environment.
• Comfort with appearing on camera for customer-facing and internal team calls/trainings.
• Excellent verbal and written communication skills.
• Outstanding customer service and organizational skills.
• Exceptional troubleshooting and problem-solving skills.
• Positive, results-oriented mindset.
• Ability to multi-task and meet deadlines consistently.
• Self-starter with the ability to work independently and in groups.
• Ability to speak comfortably in front of groups of customers.
• This is a remote position. Equipment will be provided, but a dedicated workspace within your location of choice is required.