Technical Support Specialist - Hybrid

The Technical Support Analyst Associate within the Digital Group team provides superior technical support to end-users as it relates to the consumer and internal tool and responds to all consumer inquiries (phone, written or electronic, and other channels) both inbound and outbound in a professional, timely, accurate and caring manner while consistently meeting all departmental guidelines. The Technical Support Analyst works to provide technical level support for the Digital Group’s consumer applications, actively resolving technical issues. Additionally, they work with the various teams as needed to provide warm handoff of non-technical issues and / or escalate appropriate issues to the Technical Support Analyst Intermediate and Supervisor.

The role will be a mixture of handling incoming calls and making outbound calls on support tickets received.(so not cold calling). Customers / patients will reach out via web form they submit online with issue, or by calling in directly. Common calls deal with troubleshooting issues like logging into account on application, resetting password, and accessing website or application issues. If it is a more in-depth issue they're not able to resolve, they will escalate to engineering team for resolution.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

• Consistently responds in a professional and courteous manner to all customer inquiries across various mediums
• Properly triages and handles a diverse set of technical customer inquiries and resolves or escalates to appropriate parties / departments to ensure customer satisfaction and resolution
• Meets or exceeds all departmental customer service performance standards
• Performs skills necessary to create a high-quality customer experience, as reflected through acceptable satisfaction scores, quality monitors and customer feedback
• Creates delightful customer experiences by using appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness as well as, setting proper expectations and following up with end users to ensure issue resolution.
• Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable departmental guidelines and requirements
• Thoroughly researches issues and takes appropriate action to resolve technical issues within the established departmental service level agreements and quality standards
• Appropriately escalates trends and issues to the Technical Support Analyst Intermediate as needed
• Stays proficient on all departmental application training, product releases, customer skills, internal systems / tools and other concepts required to provide effective and timely technical support
• Assists Technical Support Analyst Intermediate as needed
• Adheres to all company and departmental processes and procedures
• Attends all department, team meetings and established 1 : 1’s
• Performs other duties as assigned

KNOWLEDGE AND SKILLS REQUIRED :

• Ability to deal with Ambiguity
• Compassion and ability to demonstrate responsiveness
• Demonstrated written communication skills
• Demonstrated interpersonal / verbal communication skills
• Ability to multi-task
• Demonstrated organizational skills - Intermediate
• Demonstrated time management and priority setting skills
• Ability to effectively present information and respond to questions from customers, peers and management – Intermediate
• The ability to speak using clear and professional language and answer telephone using appropriate etiquette
• Strong technical troubleshooting and problem solving skills
• Ability to act on feedback provided by showing ownership of his or her own development
• Ability to read, analyze, and interpret verbal and written instructions
• Seeks to build trust, respect and credibility with all through full, honest, consistent, and coordinated communication
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to work in a fast paced environment with changing priorities
• Ability to remain calm under pressure

KNOWLEDGE AND SKILLS PREFERRED :

• An Associate's Degree in a related field
• Technical Customer Support background
• 6 months of experience in a healthcare environment
• Knowledge of Clinical EHR systems

EDUCATION AND EXPERIENCE REQUIRED :

• High School or GED
• 1+ years prior experience in a Call Center or Customer Service environment

EDUCATION AND EXPERIENCE PREFERRED :

• An Associate's Degree in a related field
• Technical Customer Support background
• 6 months of experience in a healthcare environment
• Knowledge of Clinical EHR systems

REQUIRED COMPETENCIES

• Achieves Results - Reflects a drive to achieve and outperform, continuously looking for improvements, and accepts responsibility for actions and results
• Communication Skills - Exhibits excellent oral and written communication skills
• Critical Thinking - Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions
• Knows the Business - Understands how the business works and can identify sources of value, efficiency, and effectiveness
• Manages Quality and Risk - Understands and applies quality assurance and risk management procedures in all areas of work performed
• Problem Solving - Identifies and solves problems using data collection methods, analysis, experience, and judgment
• Service Orientation - Listens to and understands the customer, anticipates customer needs, and gives high priority to customer satisfaction
• Subject Matter Expertise - Possesses deep knowledge and specialized skill set pertaining to the job function
• Skills :

call center, customer service, troubleshoot, ticket, outlook, Technical support

• Top Skills Details :

call center, customer service, troubleshoot, ticket, outlook,Technical support

• Additional Skills & Qualifications :

Most important thing is since these folks are talking to actual patients in our community they have to have contact or call center experience, technology experience particularly in healthcare would be a plus, issues aren't extremely technical so does not have to be a very technical person, more reviewing issues with the patient records and appts, things like that in our Clinical systems. Say you call in cause your information you entered doesn’t match our clinical systems.

This person must have excellent customer service, be a self starter, and want to grow with a great company. It is important for people to understand the culture. They should not be surprised if before a meeting they say a prayer, they do not have to be religious just understand the environment.

• Experience Level :

Entry Level

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.