Work Schedule: Pacific Timezone
Work Set-Up: Onsite onboarding for four weeks, then transitioning to a remote setup
About the Job
This is the job for you if you like being the first line of support for customers, are comfortable with a busy phone environment, and enjoy using your analytical skills to investigate, resolve and/or escalate support issues. We’re looking for technically competent problem solvers who demand excellence of themselves, are passionate about great customer service, and are great at finding solutions to drive efficiency and customer satisfaction.
The Role
As a Technical Customer Support Specialist, you are a key point of contact for our customers and an escalation point for the rest of the customer support team. You will be providing product and service information on our behavioral health EHR software and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm
Duties and Responsibilities:
- Accurately and proficiently assist customers with account-related, and technical support questions primarily through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions.
- Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our engineering team when necessary.
- Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triaging of issues.
- Work with Development partners to create knowledge base docs and articles.
- Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
- Analyze, document and resolve tickets based on service levels, ensuring adherence to SLAs, and escalate issues as required.
- Actively engage with customers in a B2B environment, maintaining excellent written and verbal communication skills.
- Collaborate with third-party software providers and business partners.
- Other duties as needed/requested by Manager.
Job Requirements:
- Bachelor's Degree of any related field
- 5+ years’ experience in a technical customer support role focused on investigating and troubleshooting technical issues and tools.
- Have experience in troubleshooting & triaging customer issues, escalating to product & development teams any product issues or gaps, and owning through to resolution.
- Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams to drive resolution on customer problems and questions.
- Have a strong attention to detail.
- Have experience in B2B SaaS environment.
- Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change.
- Initiative, and ability to think outside of the box in resolving issues.
- Self-motivation, accountability, and ownership.
- Medical Billing or Clearinghouse experience is a plus.
- Clinical experience is a plus.
- Experience with ZenDesk is a plus.
WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.
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Last updated on Jan 27, 2025