This is a remote position.
The Support Services Specialist is responsible for screening, diagnosing, researching, resolving and/or providing support to end-users for software application, systems, device, user access and/or hardware issues; identifies, researches and resolves application setup and functionality issues and/or technical problems of moderate complexity by telephone, online, or email; troubleshooting and solving problems using a strong working knowledge of technical skills and/or a strong working knowledge of software applications; documents, tracks, and monitors service requests and dispatches orders to support groups for problem resolution using applicable systems and tools; informs end-users of the interpretation of IT policies, capabilities, limitations, and network issues.
The essential duties and responsibilities of this position include, but are not limited to the following:
- Responds to incoming calls, emails and online request for assistance from end-users needing application support or technical assistance related to hardware, software, and/or network issues in a timely and professional manner
- Acquire the working knowledge of front-end and back-end system functionality to walk end-users through the steps to resolve issues and achieve specific goals
- Troubleshoot application and/or technical issues for hardware, software, or network issues; seek assistance from internal business units, external vendors, or a more experienced application or technical support team member when needed
- Work closely with technical support, network services, software engineering, and software development teams to restore service and / or identify and correct core technical, software, hardware, and network issues; aid the project and development teams in conceptualizing updates and upgrades that will enhance users’ experience when needed
- Provide management with recommendations for system modifications to reduce user problems; assist with streamlining processes to respond more quickly to end-user technical issues
- Maintain a high level of courteous and result-oriented customer service at all times
- Other duties and/or projects as assigned
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):
- High school diploma or equivalent
- 3 years professional work experience in application or technical support
- Strong troubleshooting skills
- Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
- Ability to have understanding and application of customer service techniques as required to address problems with PC based tools and products; effective and result-oriented customer service skills
- High degree of technical understanding; has the demonstrated ability to follow and participate in technical discussions; technically savvy
- Exceptional interpersonal and team building skills
- Effective organization and time management skills with the demonstrated ability to handle multiple requests at once
- Ability to work independently and within a team environment
PREFERRED QUALIFICATIONS:
- Bachelor’s degree in Computer Science, Computer Programming, Computer Information Systems, or Database Administration, or closely related field
- Certifications in the field is highly preferred
- 5 years professional work experience in application or technical support
- Professional work experience in healthcare industry, medical billing, or accounting highly preferred
Linked-in
Google