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Customer Technical Support Specialist

The Joint Commission

Oakbrook Terrace, IL

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Case Management, Continuous Improvement, Cross-Functional, Customer Experience, Customer Satisfaction, Customer Support/Service, Documentation, Healthcare Software, Identify Issues, Internet Application, Interpersonal Skills, Knowledge Management, Multiplatform/Cross-Platform, Organizational Skills, Problem Solving Skills, Product Support, Reconciliation, Resolve Customer Issues, Sales Management, Salesforce.com, Software Administration, Software Design, Spanish Language, System Test, Technical Leadership, Technical Support, Usability Engineering
LOCATION
Oakbrook Terrace, IL
POSTED
Today
Overview


As part of the JCR customer technical support team, this position is designed to provide application technical support for Health Care Organization facing applications, while delivering high-quality customer experience, driving overall client satisfaction.


Responsibilities


1. Manage client accounts: Registering, access provisioning, notifications, account reconciliation and login assistance.

2. Provide end-to-end technical support across JCR platforms, including ticket creation, technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and ticket status, using Salesforce case management.

3. Support a portfolio of products, resolving login issues, navigation challenges, system errors, content access inquiries and handle client product licenses as necessary.

4. Directly communicate with the client, via phone, email and cases; throughout the ticket life cycle.

5. Maintain and enhance knowledge management resources, including internal/external documentation and participate in system testing, pre-release validation, defect identification, and usability issues.

6. Collaborate with cross functional teams to resolve issues, support continuous improvement initiatives, and enhance overall client experience.

7. Other duties as assigned.


Qualifications


1. Bachelor’s degree in Information Services or equivalent is required.

2. Superior organizational and customer service skills, strong analytical and problem-solving skills required for providing client service and support for web based commercial software.

3. Minimum 2 years web-based application support experience: Salesforce experience is a plus.

4. Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels. Must be able to own client issues, push for resolution and keep the client informed along the way.

5. Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it.

6. Spanish language proficiency is a plus.


This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position. All requirements are subject to possible modification due to business needs and/or reasonable accommodations for individuals with disabilities.


Equal Opportunity Field


We offer a comprehensive benefit package. For a complete overview of our benefits package, please visit our Joint Commission Career Page (https://www.jointcommission.org/careers/#434f5b531a144a35906939ce76ce893c_cf7b457e1e9842329663d569f5c839cb)


We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.


Min


USD $48,000.00/year


Max


USD $61,500.00/year


Job Locations _US-IL-Oakbrook Terrace_


Job ID _2026-7304_


# of Openings _1_


Category _Information Technology_


+ Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.


+ Please view Equal Employment Opportunity Posters provided by OFCCP here.


+ The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.


+ This Organization Participates in E-Verify. Click here for more information.

About the Company

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The Joint Commission