Director, Information Technology - Clinical Research
Alcanza Clinical Research
Cloud
Customer Support Specialist
Brightree
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $29 per hour
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- The Customer Support Specialist is responsible for identifying the customer issue and providing a solution to resolve the case. The Specialist's primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction. The shift for this role is 11am - 8pm EST Monday - Friday. Key accountabilities and decision ownership: Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner. Diagnose and resolve customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality. Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions. Track and document inbound support requests and ensure proper notation of customer problems and issues. Work closely with customers to ensure we are providing solutions that meet their needs. Stay abreast of current technology in products and new product offerings. Identify release issues. Work with senior CSSs/mentors to escalate cases as needed. Ensure all cases are documented according to standard operating procedures.
Requirements
- Must have: Prior experience providing software support to external customers. Brightree software application experience preferred. Experience in HME, Home health or healthcare industry preferred. Bachelor’s degree in finance, business, healthcare, technology, or a relevant field preferred; equivalent combination of education and experience will be considered. Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach. Proven ability to resolve issues in a timely manner. Experience working in a remote workforce. Quick learner, self-directed and motivated. Dedication and commitment level to the tasks at hand. Proven ability to work in a fast-paced, collaborative environment with the ability to own areas of the product with minimal supervision. Proficient in Microsoft products (Outlook, Word, Excel) Experience with Salesforce is a plus
