Va Technical Support Specialist

The Technical Support Specialist ensures resolution of all customer issues and requests, focusing on escalation process and adherence, shortening time to resolution, keeping the customer informed of the status of all items in progress and increasing customer/Veteran satisfaction with our services and devices. This role is also responsible for understanding and recommending improvements to device and software reliability in the field. The Technical Support Specialist will also function as a Subject Matter Expert on all AMC Health processes and procedures. They will also assist in the development of knowledge articles for publication, recommending work arounds to specific Care Coordinator needs in CareConsole and properly document their work in our ticketing system.The Technical Support Specialist provides superior customer service to advance the partnership between AMC and customers to improve Veteran outcomes. Good documentation, organization, follow up and efficient work will be essential for success. Additionally, this role encompasses learning and development tasks as well as project deliverables.

Essential Job Functions:

• Perform all work in accordance with the Business requirements, department procedures and work instructions
• Accept inbound calls and disposition appropriately, determining service and troubleshooting requirements by working with Veterans and care coordinators
• Provide guidance to Care Coordinators on how to effectively use CareConsole to support their Veterans, sharing “tips and tricks,” best practices and workflow instruction as required.
• Utilize ticket management/CRM systems (CareConsole, Salesforce) to record, track and document the help desk problem solving process for each Service request
• Keep customers informed of the status of any items not resolved at first touch, through periodic updates and, in some cases, regular meetings
• Document accurately and comprehensively based on the standards of practice and current organization policies
• Assist in the setup of customer demos
• Design, develop and deliver process training based on best practices
• Develop expertise necessary to troubleshoot proprietary and non-proprietary hardware and software
• Assist Veterans with self-installation of devices over the phone
• Escalate unresolved Veteran or care coordinator issues to management team, as appropriate.
• Support escalated issues through completion
• Work shifts may vary based on business needs
• Perform other duties as assigned.

Competencies Required for Position:

• 1-5 years’ experience in a fast-paced/high volume Helpdesk or Technical Support within an inbound Contact Center environment
  • Experience working 80-100 service tickets per day, focusing on First Touch Resolution Six Sigma or other Technical Support certification preferred
• Proven Analytical skills- experience troubleshooting at least one of the following:
  • Mobile solutions, including telephonic equipment, tablets, and various Bluetooth enabled devices
  • Modem/hub Technology and/or healthcare technology, such as blood pressure devices, scales, and pulse oximeters
  • Device management/ Device installation
• Flexible working schedule (shifts cover operating hours of 7am-9pm eastern M-F and 2pm-6pm Sat/Sun)
• Strong organizational and time management skills are critical
• Must be comfortable receiving and handling a high volume of inbound support calls daily
• Demonstrated active listening skills
• Exceptional analytical and problem-solving skills
• Ability to work independently, think critically and define an appropriate course of action and follow through to ensure the issue is resolved in a timely manner
• Ability to establish meaningful and productive relationships with Veterans, colleagues and clients while operating in a remote setting
• High level of accountability for all tasks and assignments
• Excellent attention to detail, strong verbal and written communication skills are essential
• Experience providing application support for a complex proprietary medical software product
• Bilingual abilities preferred (Spanish)

Experience/Education/Computer Proficiency Requirements:

• Bachelor’s degree in technology or equivalent experience
• Requires a minimum of four (4) years’ experience in a customer service or call center/contact center environment
• Experience working within a Quality System
• Strong computer skills, including ability to access internal resources, navigate multiple computer programs, quickly learn new tasks, and effectively troubleshoot moderate to complex computer issues

Physical Demands & Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or fell objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.