Technical Support Specialist Job in Scottsdale 85251, Arizona US
Job ID: 4195
Position Description:
We are currently seeking a Technical Support Specialist to be responsible for assisting new and existing customers in remotely transferring data to us from a myriad of healthcare management software applications. You will research, identify, execute, and conduct training sessions and document processes that allow our clients to integrate with our internal systems. Additionally, when a client is unable to transfer their data, you will be responsible for troubleshooting and correcting the issue. You will work with employees in a user support role to help resolve technical issues. You will conduct quality checks of varying essential functions of the position.
Essential Duties Responsibilities:
• Handle both inbound and outbound customer calls of an escalated nature that require level 2 technical assistance.
• Provide exceptional and timely customer service and technical support to both internal and external customers.
• Troubleshoot issues and identify network/application issues.
• Provide detailed information on how to set-up/configure the test file.
• Use various administrative and proprietary tools and systems to research and provide details of outcome.
• Use trouble ticket system for tracking customer interactions and problem resolution.
• Evaluate customer concerns and resolve problems. Our goal is 1st attempt and timely resolution backed with sound data to achieve and deliver 100% customer satisfaction.
• Ensure ACT is maintained and updated with all actions for each client in a timely manner.
• Must have extensive and thorough knowledge of proprietary systems and databases.
• Identify and evaluate discrepancies and data integrity issues using extensive knowledge and understanding of services to make sound decisions.
• Ability to investigate and reach immediate and accurate conclusions.
• Maintain and keep all daily logs and checklists up to date at all times.
• Successfully handle all Prevent projects from start to finish. Prepare final reports in a timely manner using process sheets and logs.
• Perform parse on a daily basis, which includes Saturday parse. Saturday parse will be rotated amongst team members within the Operations department. Everyone must actively participate in the Saturday parse rotation.
• Ability to articulate in a concise manner using terminology your recipient will understand and make suggestions to reach resolution.
• Train clients on how to successfully transmit files and walk them through the GO LIVE process using proper tools.
• Prepare documentation in advance for test file and final training sessions.
Position Requirements:
• BA in IT field preferred. Minimum 1-year technical support/help desk experience required.
• Ability to use and support proprietary software and systems.
• Must retain HIPAA certification to remain employed.
• Advanced proficiency in Microsoft Office Suite. Must have the ability to maneuver within the applications and complete tasks in a timely manner.
• Must be flexible to work a variety of work shifts as needed.
• Must have experience working with the Windows family of operating systems.
• Must have a basic understanding of UNIX systems.
• Must have an understanding of network concepts.
• Experience working with ticketing systems and coordinating workflow with other departments.
• Ability to troubleshoot web based TCP/IP applications and services in the Windows or Unix environments.
• Must have experience supporting a diverse desktop environment with an understanding of the client/server and Internet environments.
• Must have proficient knowledge of: TCP/IP, 10/100 Base-T, hubs, switches and routers, VPN, WiFi.
• Must be flexible to perform any work-related task as needed.
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