Position Title: Support Specialist (Tier 1)
Location: Remote
Duration: Long-term Contract

Job Overview:

We are seeking a dedicated Support Specialist (Tier 1) to join our client's team. This role involves providing exceptional customer service and technical support to clients, clinicians, and data/application users. The ideal candidate will resolve issues efficiently and work collaboratively within a team that intersects with Client’s Commercial Services, Product, Qualitative Science, and Engineering teams. This position offers the opportunity to gain expertise in innovative data solutions and expand real-world data knowledge.Key Responsibilities:

Respond promptly to support/technical issues as per SLAs, ensuring complete problem resolution.
Lead process improvement initiatives by collecting feedback and identifying areas for enhancement.
Collaborate with Tier 2, Product, Engineering, and other teams to diagnose and escalate bugs.
Create and maintain concise technical documentation for customers using tools like Confluence.
Handle basic issues such as password resets, account creation, data entry, and troubleshooting.
Process customer requests across platforms while maintaining a professional attitude.
Communicate effectively with customers through various channels.
Maintain records of client interactions and transactions.

Attributes:

Professionalism and discretion in handling confidential information.
Ability to manage changing priorities and multiple tasks effectively.
Enthusiasm for customer service and problem-solving.
Commitment to providing excellent service to internal and external stakeholders.

Basic Requirements:

Bachelor’s degree in computer science, engineering, healthcare, or a scientific field.
At least 1 year of experience in software engineering, research, or an analytic role.
Minimum of 1 year in a client-facing or product support role.
Experience with SaaS platforms or strong troubleshooting skills for SaaS platforms.
Proficient in SalesForce, ZenDesk, and Google Suite.
Excellent written and oral communication skills.
Self-motivated with high attention to detail and proactive problem-solving skills.

Bonus Qualifications:

Understanding of CMS quality reporting programs and health IT terminology.
Knowledge of healthcare technology systems and EHR platforms.
Experience working in a clinical environment.

Job Types: Full-time, Contract

Pay: Up to $40.00 per hour

Expected hours: 8 per week

Schedule:

8 hour shift

Work Location: Remote

Techfinite Systems

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