Support Specialist,

Purpose

As a Support Specialist, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Essential Functions

• Receives and responds to incoming client requests via telephone and web portal.
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.
• Researches, manages, and documents issues and document resolutions while effectively communicating status and partnering with the client.
• Works independently to resolve basic issues while collaborating with senior resources to develop more complex skill sets
• Manages and documents the resolution process and effectively communicates updates to the client.
• Manages personal backlog utilizing established case management best practices.
• Maintains high Client Satisfaction Scores.
• Stays current with product and industry updates and changes.
• Triage and escalate complex or risk issues to the appropriate senior staff
• Continually learns and expands knowledge of Clinisys applications, environments, and systems.
• References knowledgebase articles.
• On-call/holiday rotation(s) required.
• All other duties and responsibilities as assigned.

Skills

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues

Required Experience & Education

• Associate’s degree in technology, lab sciences, or a healthcare-related field; or two years of equivalent experience
• 2-4 years’ experience with a technical aptitude in one of these areas:
  • Healthcare technology
  • Healthcare
  • Laboratory sciences
  • Technology
  • Client support

Preferred Experience & Education

• College coursework or certification in a related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training: Examples:
  • SQL
  • Reading, interpreting, and troubleshooting HL7 messages
  • Networking
  • Database Administration
  • Java

Microsoft Technologies

• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills

Supervisory Responsibilities

• None

Physical Requirements

• Work is performed in a typical office setting with minimal exposure to health or safety hazards, including prolonged periods of sitting at a desk and working on a computer.
• Travel may be required to client sites that can pose risks associated with healthcare organizations.
• Moderate lifting/carrying 15-44 lbs..; use of fingers; walking/standing 2-6 hours
• May be required to follow customer location health and safety requirements.

Benefits

The starting pay range for a candidate selected for this position is generally between $61,000 and $76,000 for an annual base salary. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience so that the actual starting pay may be above or below this range.

Clinisys' Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance

This job description is meant to accurately depict tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing the scope of accountabilities and is subject to change at any time.