The Support Specialist position provides professional healthcare software support resulting in a high degree of client satisfaction. This includes assessing, documenting, and resolving intermediate client technical issues within an inbound contact center. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication.
Essential responsibilities & duties :
â€¢Receives and responds to incoming client request via telephone, web, chat, and email
â€¢Follows established Case Management Best Practices
â€¢Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
â€¢Researches and develops resolutions to customer issues
â€¢Works independently to resolve most issues
â€¢Manages and documents the resolution process while effectively communicating status with the client
â€¢Actively partners with clients and internal resources (where needed) in issue resolution
â€¢Maintains high Client Satisfaction (Net Promoter) Scores
â€¢Stays current with product and industry updates and changes
â€¢Identifies need to escalate complex or risk issues to appropriate senior staff
â€¢Continually learns and expands knowledge of Sunquest applications, environments, and systems
â€¢Creates and references knowledgebase articles
â€¢Follows the Sunquest Quality Management System and regulatory standards including effective management of protected health information, personally identifiable information, and sensitive data
â€¢Mentors and coaches less experienced peers
â€¢On-call/holiday rotation(s) required
â€¢Performs other duties and responsibilities as assigned .
Knowledge, skills, abilities :
â€¢Excellent analytical and problem-solving skills
â€¢Excellent interpersonal and professional communication skills
â€¢Strong time management and organizational skills
â€¢Ability to understand and articulate technical concepts and derive solutions
â€¢Ability to deal with complex and challenging client issues
â€¢Associate degree in technology or healthcare related field; or two years equivalent experience.
â€¢Previous client/customer support experience
â€¢Clinical laboratory experience or supporting health care information systems
â€¢Customer facing candidates with experience in supporting highly technical environments, with technical certifications and/or training.
- Reading, interpreting and troubleshooting HL7 messages
- Database administration
- Microsoft technologies
â€¢Productivity tools such as word processing and spreadsheet applications
â€¢Proficient typing skills .
Physical requirements :
â€¢Work is performed in a normal office setting with minimal exposure to health or safety hazards; substantial time is spent working on a computer.
â€¢Travel may be required based on business need and demonstrated skill
â€¢On call may be required.