Software Support Specialist

Position Summary: 

The Software Support Specialist plays a pivotal role in maintaining strong client relationships through prompt and effective product and service support. Utilizing a combination of knowledge bases and proprietary troubleshooting techniques, this role resolves client inquiries and issues in a courteous and efficient manner. The Specialist ensures client satisfaction while adhering to company policies and procedures. 
 
Job Details: 
Work from Home 
Monday to Friday | 8:30 AM to 5:30 PM PST 

To follow US Holidays 

Responsibilities: 

• Provide technical support to clients via email, phone, online live support, or other designated channels. 

• Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume. 

• Quickly diagnose critical and complex issues, escalating as necessary. 

• Participate in the Learning Lab at the annual user group meeting. 

• Formulate ideas to enhance Knowledge Base content. 

• Complete computer checkouts for issues related to computer performance. 

• Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps. 

• Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members. 

• Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines. 

• Document detailed records of customer interactions, accounts, and file documents through the online ticketing system. 

• Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed. 

• Submit time-off requests in a timely manner, obtaining prior approval from Management. 

• Adhere to all rules and regulations outlined in the Employee Handbook. 

 
Responsibilities: 

• Proficient in reading, writing, comprehension, and effective presentation skills. 

• Applies common sense, follows instructions, and demonstrates basic math skills, understanding financial reports. 

• Punctual, reliable, exercises judgment, applies feedback, monitors performance, maintains professionalism under pressure, and sets/achieves goals effectively. 

• Strong understanding of products/services, synthesizes complex information, identifies timely solutions, proficient in gathering, analyzing information, and communicates effectively in both "Techie" and "End User" languages. 

• Provides prompt, attentive customer response, incorporates feedback for service improvement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively participates in meetings, appropriately escalating challenges.