Product Support Specialist
JOB DESCRIPTION
Overview
DeliverHealth Solutions, we simplify telling your patient’s story. We are looking for bold, innovative people who appreciate the opportunity to work together and simplify the complexities of the work lives of our customers.
If you are ready for a role that energizes you, then we should get to know each other. DeliverHealth’s culture is built on authenticity – we encourage trust and we value smart mistakes. Here, you can expect an open and honest work environment that fosters career growth.
Summary:
Product Support Specialist will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to DeliverHealth Solutions products and their supporting technologies/infrastructure. Actively contribute to ongoing process improvement. This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Monitor, manage, and document all actions and solutions into a DeliverHealth
• ticketing system
• Responsible for scheduled installation cases
• Responsible for monitoring phone queue and creating a ticket for every call answered
• Responsible for monitoring ticketing system and processing submitted emails to that system
• Process, resolve, and if needed, escalate assigned cases, incoming calls, and incoming email tickets.
• Responsible for being available within MLS Support call center queues at all times. Management approval is required for working on projects or other assigned tasks that require Auxing out of phone queues.
• Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization.
• Work collaboratively with appropriate technical support and cross-functional team members
• Monitor, manage, and support a variety of application platforms and systems
• Document and utilize solutions through use of a DeliverHealth knowledge base, white papers, training sessions and other available educational tools.
• Responsible for completing all classes and training required via the DeliverHealth Talent Management System within the required time frame for ongoing employee development.
• Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays required as all shifts are required to be covered 24/7, including changing shifts.
• Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.
KNOWLEDGE, SKILLS AND QUALIFICATIONS
Education:
• High School Diploma / Bachelor’s degree (IT /CS/related discipline)
• Associates College/University degree in Computer Science or a minimum of 2 years equivalent work experience in a technical call center
• Microsoft/ITIL certification or equivalent preferred
Number of Years of Work Experience: 2+
Required Skills:
• Effective, strong and professional written and verbal communications skills, strong critical thinking and problem solving skills, dependable and punctual, positive attitude and works well under pressure.
• Good interpersonal skills and exceptional customer service skills, and ability to interface with customers and our remote-based employees and contractors
• Detail oriented, understands and works well with standards and processes that vary between many accounts.
• Ability to multitask
Must be proficient and have strong problems solving skills in the below:
o Microsoft Office 2016
o Windows 7, Windows 8, Windows 10
o Windows Server 2012 and later versions
▪ Including Active Directory
o Basic Networking and Networking Topology
o Remote Desktop support
o Online Collaboration Tools
o Printer Setup and configuration
A basic understanding of the below is helpful:
o SQL
o XML
o HL7 and Interface Engines
o Linux
o HTML
Additional helpful skills:
o Telco
o VMWare Server environments
o Experience working in the healthcare industry
o Experience working medical transcription industry
• Previous experience with healthcare, medical records departments, medical transcription industry (MTSO)
• Previous Call Center experience – at least 2 years