Technical Support Representative
Posted 3 hours ago
You'll apply on the company's website.
About the Role
You will serve as a remote Technical Support Representative tasked with supporting finance and healthcare entities in their digital evolution. Your primary objective is to act as a crucial client partner, upholding operational quality and efficiency standards. You will refine support workflows and provide an elevated customer experience by applying analytical insights to address multifaceted problems in a high-velocity setting. Acting as the primary contact for proprietary software, you will manage client communications with professional empathy. This role involves collaborating with a team focused on high-quality outputs, requiring you to operate across varied environments such as Apple iOS and Microsoft Windows while utilizing your interpersonal and problem-solving abilities.
Requirements
- Possess 1 to 2 years of combined experience in customer support and IT or computer application technical assistance.
- Demonstrate previous professional experience working within a call center setting.
- Display excellent verbal and written communication skills, particularly regarding professional phone conduct.
- Exhibit strong attention to detail, robust documentation capabilities, and the capacity to function independently.
- Demonstrate technical competence in Microsoft Windows administration utilities, foundational Microsoft SQL Server knowledge, and networking principles like NETBIOS over TCP/IP.
- Experience with Parallels, Apple iPads, and HIPAA compliance regulations is considered an advantage.
Responsibilities
- Manage incoming client phone inquiries to diagnose and fix technical problems involving proprietary software on Apple iOS and Microsoft Windows platforms.
- Assess client eligibility according to established criteria and provide assistance using empathetic and active listening techniques.
- Attain or surpass predefined service levels and call center performance benchmarks while coordinating follow-up communication for unresolved technical tasks.
- Address and settle technical escalations escalated from the chat and phone-based product support groups.
- Perform technical troubleshooting during server migrations, software deployments, and database updates.
- Maintain precise records of all interactions within Salesforce CRM and collaborate with colleagues to ensure all scheduled appointments are covered.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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