Technical Support Specialist
MediSked, LLC - Rochester, NY

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MediSked, LLC is a growing software firm, headquartered in Rochester, NY, that is an industry leader in serving the needs of home health and human service provider agencies. Because our customers are in the selfless business of making the lives of those they serve as fulfilling as possible, our organization is comprised of passionate and proactive people looking to make a difference. We are searching for smart, motivated individuals to join our team that can thrive in a tech business setting but also have a compassionate side that connects to our customers and culture.

The Support Specialist is primarily responsible for managing and tracking support tickets generated from MediSked customers and solving issues. This involves frequent interaction with customers via telephone and email to deliver quality solutions in a timely manner and eventually being able to create strong relationships with Premier Customers. This position also includes developing and maintaining support resources made available to our customers and other support and training related projects.

Primary Responsibilities:
Receive, investigate, and respond to customer inquiries in a thorough and timely manner Track open tickets that require follow-up Document customer interaction within each support ticket Distinguish between user error and system glitches Decide when to elevate support tickets to another level/department Develop a strong customer relationship with Premier Customers Develop and maintain support resources and documentation Relay feedback on the product to the development team Test new releases in a testing environment and provide feedback to the development team Complete training and perform assigned electronic billing and remittance functions Maintain and approve postings for a customer discussion board Assist in quarterly User Group meetings Perform other related duties as requested

Qualifications:
Bachelors degree preferred Experience in customer support / call centers Excellent communication skills Strong analytical skills and attention to detail are required Familiarity with database applications and general computer knowledge Previous experience with CRM software Software Support experience is a plus Homecare and human service background is a plus Shift hours start as 8:00 AM – 5:00 PM Eastern < 10% travel (optional)

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About this company
We provide services across the entire state and what we do on the direct service side is very individualized supports within remote...