Customer Support Specialist - Ctm - 1358_46976919610_7-7441

at Symplr Software LLC in Boise, Idaho, United States

Job Description Overview
The Customer Support Specialist is responsible for providing software application and technical assistance to our customers. This position plays a key role in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues.
This position will be charged with successfully contributing to Customer Support team, specifically focused on satisfying customer inquiries to ensure the highest level of customer satisfaction for long-term success.
Duties & Responsibilities

• Provide to our external customer base exceptional and meaningful assistance on one or two of our product offerings via established channels (phone, e-mail, and web portal)
• Respond to client's application and system issues per our service level agreements
• Resolves customer inquiries on the CTM software, including answering how-to focused questions, installation, operational functions, troubleshooting, and maintenance.
• Provide education to customers focused on functionality, features and best practices so they can become more self-sufficient
• Clearly and concisely document all correspondence and activities related to cases in CRM or other specified tools, including details of inquiries, complaints, comments, and actions taken
• Properly escalate potential problems as needed to next tier, leadership, engineering, etc.
• Perform remote dial-in support to customers as needed
• Conduct/participate in scheduled conference calls with customers
• Adhere to established processes and workflows; specifically, as it relates to solidifying a positive experience with every customer interaction
• Manage customer case load with CRM (and other provided) tool(s) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Provide input on new processes, workflows, and other business needs in pursuit of continual improvement both internally and customer-facing
• Proactively and appropriately provide clients with preventative maintenance and configuration recommendations to improve product usability, performance, and satisfaction
• Sets expectations with clients on deliverables and ensures all requirements and needs are followed through
• Participate in team, department and company meetings as scheduled
• Seek continuous product knowledge and industry knowledge
• Participate in training opportunities to continually increase solution knowledge
• Receive mentoring and training on next level skills and competencies
• Work to meet or exceed individual, department, and corporate goals and imperatives
• Work effectively and efficiently as an individual and within a team
• Work collaboratively with other departments to ensure organizational and customer success
• Work after hours on-call, late shift and weekends when scheduled
• Perform other duties and projects as assigned

Skills Required

• Excellent time management, resource organization and priority setting skills, and the ability to multi-task in a fast-paced environment
• Proven aptitude for learning complex software/hardware solutions
• Strong customer service skills
• Critical-thinking skills to proactively process and resolve challenges independently and with deliberate time management
• Strong written and verbal communication skills
• Ability to use sound decision-making in support of customer and business needs
• Self-motivated
• Collaborative mindset
• Solid troubleshooting and research skills that help resolve issues to drive customer outcomes
• Ability to stay calm in pressurized situations and coach customers through solving problems
• Ability to drive improvements in efficiency within the department
• Basic knowledge/experience with the healthcare industry and Talent Management practices is preferred
• Basic knowledge of CTM Software, Troubleshooting tools, and Desktops Applications, Cloud Technologies is preferred
• Experience working with temporary healthcare staffing is preferred

Qualifications Required:
Every organization has a culture, whether they mean to or not, so why not be intentional about it?
Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.

• Associates and 2 years of progressive experience within technical service/support role or 4 years combined experience and/or education
• Strong work ethic, dependable, and reliable
• High energy, self-driven, problem solving, and positive attitude with a strong desire to succeed

Min
USD $21.00/Hr.
Max
USD $24.00/Hr. To view full details and how to apply, please login or create a Job Seeker account