Acquisitions Management, Case Management, Command Line, Communication Skills, Computer Workstations, Consulting, Customer Relations, Customer Support/Service, Customer Training, Electronic Medical Records, Healthcare, Healthcare Software, Identify Issues, Installation Guide, Medical Office, Microsoft Windows Server, Operating Systems, Presentation/Verbal Skills, Problem Solving Skills, Product Demonstration, Product Support, Sales Management, Software Administration, Software as a Service (SaaS), Talent Management, Team Lead/Manager, Technical Support, Telephone Skills, Testing, Time Management, Training/Teaching, Writing Skills
LOCATION
Salt Lake City, UT
POSTED
5 days ago
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Job Type
Full-time
Description
A Technical Support Specialist is not your typical person in a client-facing role. Our Technical Support Specialists rectify existing problems and troubleshoot potential problems, while utilizing excellent, in-depth knowledge of company products.
They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support for new clients and on-going support and training to current clients is one of our three-fold objectives as a company.
Requirements
DUTIES AND RESPONSIBILITIES
Responding to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
Act with determination and full ownership to resolve all cases with importance on first contact resolution
Develop an understanding of product knowledge, architecture, and solutions
Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice's needs
Exhibit a speed to success through effective troubleshooting
Highlight the ability to resolve synchronization software functioning issues
Responsible for managing cases and ensuring timely resolution of client concerns
Provide expert advice to assist clients with the health of their business through using Solutionreach software
Demonstrate drive for the success of our client's practices
Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together
Effectively communicate with the client base via phone email and chat
A BIT ABOUT YOU
At least 2+ years experience in the field of technology with additional customer service experience
Proficient and experienced in Windows workstation and server environments
Strong communicator and social skills
Familiar with one or more database types
Able to troubleshoot, test, report, document, install, and train on software
Strong written and verbal communication skills
Tech savvy with an understanding of how medical practice needs can be better supported through technology
PREFERRED QUALIFICATIONS
Prior experience in the Saas industry
Prior consultant experience in assisting customers to utilize software effectively
Knowledge of OS workstations and server environments
Command prompt and terminal command knowledge
Other related medical software and/or technology experience
Medical office experience working with PM/EMR/HER software on a day-to-day basis
Prior case/account management
Where is this role physically located? If you live 50 miles or less from Lehi, Utah this role is hybrid- in the office 2-3 days a week and the rest of the week working from home. If you live 50+ miles from Lehi Utah, this role is remote.
What is the selection process?
A phone call with Manager of Talent Acquisition
A video interview with the Team Lead
A video interview with Manager of Customer Care
Solutionreach, Inc. is an equal opportunity employer and E-Verify participant. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.