Technical Support Specialist
NPact
SQL
Support Analyst, Customer Success Operations
SmarterDx
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $65,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat
- Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
- Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
- Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
- Stay up-to-date with product updates and features to provide accurate and current support
Requirements
- 3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
- Must have strong experience in at least one of the following:
- Technical troubleshooting and problem-solving
- Clinical documentation improvement (CDI) processes
- Healthcare information systems
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Strong empathy and patience, with a genuine desire to help users succeed
- Experience with Jira or other ticketing systems
- Ability to quickly learn and adapt to new technologies and processes
- Excellent time management and prioritization skills in a remote environment
- Proactive approach to identifying and resolving potential issues before they escalate
