Client Support Specialist
API Healthcare Corporation - Hartford, WI

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The Client Support Specialist I position provides superior frontline tier-1 assistance to our external client base on primarily one main API Healthcare software solution. This position plays a key role in our call center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to clients on functions and features while working with them, and properly escalating potential problems as needed.

Essential Duties & Responsibilities:

·Provide exceptional frontline tier-1 assistance to our external client base via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software

·Perform remote dial-in support to clients as needed

·Diagnose, troubleshoot, and resolve application/device questions and potential issues

·Provide education to clients on functions and features while working with them so they can become more self-sufficient

·Properly escalate potential problems as needed to next tier, leadership, etc.

·Clearly and concisely document all correspondence and activities related to tickets in client tracking software

·Seek continuous API Healthcare solution knowledge and industry knowledge

·Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or API Healthcare as a whole

·Work to meet or exceed individual, department, and corporate goals and imperatives

·Perform other duties and projects as assigned

Required Education, Experience and Abilities:

·High school diploma or general education degree (GED)

·One to two years related experience and/or training; or equivalent combination of education and experience

Other Qualifications:

·Successful completion of required training on all supported platforms of one main solution (Time & Attendance, Staffing and Scheduling, or Human Resources and Payroll) or all supported API Healthcare devices and device software

·Basic to advanced working knowledge of one main solution (Time & Attendance, Staffing and Scheduling, or Human Resources and Payroll) or basic to intermediate working knowledge of all supported API Healthcare device hardware and device software

·Strong PC and web based software skills, including MS Office products and Windows operating systems

·Ability to create and update basic T-SQL scripts to manipulate data or return information

·High level of aptitude for learning complex software solutions/device systems and intricate analysis steps

·Solid, creative troubleshooting, problem solving, and analytical skills

·Ability to prioritize, multi-task, and thrive in a fast-paced environment and adapt to changing priorities seamlessly

·Exceptional verbal and written communication skills

·Strong interpersonal skills in working with a professional customer base

·Sound ability to handle objections and relate well to others on varying levels of knowledge and experience

·Excellent organizational skills with attention to detail

·Works effectively both independently and as a team

·When supporting devices:
  • Basic to intermediate knowledge of all SQL Platforms to include SQL Replication
  • Basic to intermediate knowledge of API Healthcare databases structure for devices
  • Basic to intermediate knowledge of Network Infrastructures
  • Basic to intermediate knowledge of API Healthcare device troubleshooting tools
API is an Equal Opportunity Employer.

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