Aspire Software

Technical Support Representative I

Aspire Software

full-time

Posted on:

Location Type: Hybrid

Location: San Diego • California • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Ray

About the role

  • Provide technical support to clients via email, phone, online live support, and other methods.
  • Field Tier 1 support calls, averaging 15–30 calls per day depending on volume.
  • Diagnose critical or complex issues quickly and escalate when necessary.
  • Train offices on improving x-ray imaging quality.
  • Provide accurate, timely information by identifying problems, researching solutions, and guiding clients through corrective steps.
  • Install and set up electronic prescriptions (eRX) and train doctors and staff on usage.
  • Document customer interactions, account details, and files using an online ticketing system.
  • Prioritize and manage support tickets to meet deadlines and customer needs.
  • Complete computer checkouts to identify performance issues.
  • Participate in the Learning Lab at the annual user group meeting.
  • Propose improvements for Knowledge Base content.
  • Attend meetings and contribute actively.
  • Forward emotional or difficult customer situations to the Technical Support Supervisor.
  • Accurately record working hours, breaks, lunches, and overtime in the time clock system.
  • Submit time-off requests in a timely manner.
  • Adhere to all Employee Handbook rules and regulations.

Requirements

  • High school diploma or GED.
  • Strong understanding of organizational products and services.
  • Ability to synthesize complex information and analyze problems skillfully.
  • Uses reason even in emotionally charged situations.
  • Recognizes the difference between “Techie” and “End User” communication.
  • Responds promptly to customer needs with strong phone and active-listening skills.
  • Maintains confidentiality and adheres to HIPAA guidelines.
  • Speaks clearly and persuasively in any situation.
  • Focuses on conflict resolution rather than blame.
  • Seeks and applies customer feedback.
  • Looks for ways to improve and promote quality.
  • Demonstrates accuracy, thoroughness, and openness to collaboration at events like the annual user group meeting.
  • Promotes a respectful, harassment-free workplace.
  • Upholds company values with integrity and professionalism.
  • Manages calls, tickets, and assignments to meet deadlines and customer needs.
  • Understands organizational strengths and weaknesses.
  • Arrives consistently and punctually.
  • Covers responsibilities when absent.
  • Makes timely decisions with sound judgment.
  • Works well under pressure and strives to increase productivity.
  • Sets and meets personal goals, applies feedback, and monitors work quality.
  • Reads, writes, and comprehends instructions, correspondence, and emails effectively.
  • Presents information clearly in small-group or one-on-one settings.
  • Performs simple math and understands basic financial reports.
  • Applies common-sense understanding to written, oral, or diagram-based instructions.
Benefits
  • Comprehensive Benefits & Perks: Health, dental, vision, paid time off, and more.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportdiagnosing issuesinstalling electronic prescriptionsdocumenting customer interactionsmanaging support ticketsperforming computer checkoutstraining on x-ray imagingusing online ticketing systemsynthesizing complex informationapplying customer feedback
Soft skills
active listeningconflict resolutionclear communicationemotional intelligencecollaborationprofessionalismtime managementproblem analysisadaptabilitycustomer service
Certifications
high school diplomaGED