Product Support Specialist Job in Phoenix 85053, Arizona Us
RESPONSIBILITIES:
Responsible for providing technology support for healthcare and EDI product support calls. Duties include entering calls into ticket system, prioritizing calls, evaluating calls, resolving calls, escalating calls as required, and follow-up with customers.
· Treat the customer with respect.
· Respond to incoming questions in a timely and accurate manner.
· Track all customer contacts.
· Escalate problems to second or third level support personnel when appropriate via proper escalation
· procedures.
· Become knowledgeable of common problems inquiries types and be able to provide immediate
· solutions.
· Develop new solutions to frequently occurring problems.
· Work on special projects as needed.
· Prepare for new releases and rollouts to anticipate customer inquiries.
· Resolve 60% or higher of calls immediately while on the phone with the customer.
QUALIFICATIONS:
Desktop operating systems, various software applications and basic hardware for the PC; principles and theories of network systems and management; Internet technologies and products.
· One year college level course work for general and technical issues.
· A+ Certified
· Experience with website building and computer networking.
· MCD (Microsoft Certified Professional) or equivalent is a plus.
· Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
· Ability to learn multiple programs and systems.
· Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
· Ability to manage multiple priorities.
· Ability to communicate, interact and work effectively and cooperatively with people.
· One year providing end-user phone support PC desktop and application software is a plus.
· Experience working in a Physician office or hospital setting is a plus.
· Experience with HIPAA EDI is a plus.