Product Support Specialist
- Deliverhealth
- 3 - 10 years
- Remote
- 5 days ago
- Email to a friend
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Job Description
The Product Support Specialist is responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to DeliverHealth Solutions products and their supporting technologies/infrastructure. Actively contributes to ongoing process improvement. This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.
This employee s job duties require access to covered information. The employee is subject to additional screening. This designation shall be reviewed at least annually.
JOB DUTIES & RESPONSIBILITIES
- Monitor, manage, and document all actions and solutions into a DeliverHealth Solutions ticketing system.
- Responsible for scheduled installation cases
- Responsible for monitoring phone queue and creating a ticket for every call answered.
- Responsible for monitoring ticketing system and processing submitted emails to that system.
- Process, resolve, and if needed, escalate assigned cases, incoming calls, and incoming email tickets, and Chats.
- Responsible for being always available within Support call centre queues.
- Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization.
- Work collaboratively with appropriate technical support and cross-functional team members.
- Monitor, manage, and support a variety of application platforms and systems.
- Document and utilize solutions through use of a DeliverHealth Solutions knowledge base, white papers, training sessions and other available educational tools.
- Responsible for completing all classes and training required via the DeliverHealth Solutions Talent Management System within the required time frame for ongoing employee development.
- Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays required as all shifts are required to be covered 24/7, including changing shifts.
- Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.
- All DeliverHealth employees must follow the organization s privacy and information security policies, processes, and standards. There are no exceptions to this job duty and responsibility.
KNOWLEDGE, SKILLS & ABILITIES
- Effective, strong and professional written and verbal communications skills, strong critical thinking and problem-solving skills, dependable and punctual, positive attitude and works well under pressure.
- Good interpersonal skills and exceptional customer service skills, and ability to interface with customers and our remote-based employees.
- Detail oriented, understands and works well with standards and processes that vary between many accounts.
- Ability to multitask and prioritize requests with ability to learn quickly in our fast-paced environment.
Must be proficient and have strong problems solving skills in the below:
- Microsoft Office 365
- Windows 11, Windows 10
- Working knowledge of mobile devices (iPhone and Android)
- Basic Networking and Networking Topology
- Remote Desktop support
- Online Collaboration Tools
- Printer Setup and configuration
A basic understanding of the below is helpful:
- SQL
- XML
- HL7 and Interface Engines
- HTML
Additional helpful skills:
- Telco
- Experience working in the healthcare industry.
- Experience working in medical transcription industry.
- Experience supporting scribing and medical coding.
EDUCATION & EXPERIENCE
- High School Diploma and some experience in customer support or bachelor s degree (IT /CS/related discipline)
- Microsoft/HDI/ITIL certification or equivalent preferred
- Over two years of experience in a technical support role.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: DeliverhealthLocation(s): Remote+ View Contact
Keyskills: Ticketing Networking Medical transcription Medical coding Process improvement Healthcare Customer support HTML Technical support SQL
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