Software Support Specialist I

JOB SUMMARY:

Answer, resolve and log customer calls. Identify issues and provide suggestions and long-term resolutions with regards to Practice Management software, Electronic Medical Records software and hardware issues. Work closely with assigned mentor and supervisor to develop and improve customer service skills. Develop the ability to use provided support tools, learn effective troubleshooting techniques and increase product knowledge.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

Responsibilities

1.

70% of time.

• Answer and process customer calls effectively and efficiently. Provide technical software support to end users and resellers via phone, email, faxes and/or onsite
• Answer the initial incoming support calls to maintain acceptable service levels
• Manage first level software problems that can be resolved in fifteen minutes or less
• Recognize and escalate more difficult problems to Level 2 Support
• Utilize available tools to increase call efficiency and accuracy. Performing trouble shooting, diagnostics, customization
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Demonstrate applied knowledge of Support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
• Present a professional and pleasant image of our product and company
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Exceed customer expectations with outstanding customer service
• Demonstrate a sense of urgency to the phone queue, helpdesk tickets, customers, and business objectives
• Demonstrate strong knowledge of proper resolutions to common calls
• Client site travel, (airline and auto), and overnight stays may be expected

2.

15% of time

Maintain Effective call ownership

• Regularly provide single call resolution
• Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
• Regularly review open tickets, update notes, and make reach out calls as needed to research and resolve ongoing issues and provide superior customer service
• Concisely document customer calls/emails, inquiries and resolutions into company helpdesk system.
• Test and report errors and bugs

3.

10% of time

Proactively work to improve self, team, department, product, and company

• Prioritize time and complete all assigned tasks while maintaining a high level of phone productivity
• Demonstrate knowledge of and follow department and company policies and procedures
• Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
• Understand and contribute to team, department and company goals
• Continually improve personal knowledge, skills and abilities
• Submit suggestions for team, department, product and company improvements
• Demonstrate an ability to maintain effective and professional communications with customers and coworkers

4.

5% of time

Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department;
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
• formulating recommendations, even if management must review and accept the recommendation prior to implementation;
• formulating or participating in the development of policy for the business unit
• broad authority to commit the employer in substantial respects financially.

QUALIFICATIONS:

Experience:

• Previous technical experience a plus
• Experience working in the healthcare industry a plus
• Experience working with medical software a plus
• MicroMD software experience a plus
• Previous experience with strong focus on customer service
• Ability to thrive in a high call volume, team environment
• Skilled at problem solving, analysis and troubleshooting with high attention to detail
• Strong written and verbal communication skills
• Proven experience with MS Windows products
• Understanding of a physician office including clinical knowledge, office work flow, appointment scheduling, medical insurance billing and collections a plus

Specialized Knowledge and Skills:

• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer's situation, while working with them implementing a new computer system
• Must be a highly motivated person that can work autonomously as well as being part of a team
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations
• Individual must demonstrate a strong desire for continued education
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience

Physical Activities:

• This position will be working in an office environment, utilizing typical office equipment.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Job Type: Full-time

Pay: $14.17 - $22.06 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Location:

• Ohio (Required)

Work Location: Remote