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:
Work Location: Remote
