Product Support Specialists provide technical support and training to customer product users. Product Support Specialists receive customer requests and respond to customer issues arising from their use of TRIARQ software. Product support specialists are subject matter experts and contribute to the knowledge of customers and internal colleagues. Product support specialists are instrumental to customer success, satisfaction, and loyalty.
Key Responsibilities:
- Evaluate user needs, define the root problem and either provide a solution or work with the team and/or the support lead to determine a solution.
- Assists users with implementing solutions.
- Documents customer support issues and resolutions using ticketing system.
- Review and contribute to knowledge base.
- Provides training and best practices to customer product users.
- Provides ongoing evaluations of customer product configurations and usage to maintain and enhance system performance and customer success.
- Works collaboratively and independently to determine solutions with multiple approaches - via independent self-directed investigation, research, analysis, troubleshooting, via direct conversations with users and analysis of their systems, via consulting with junior and senior members of the product support team, via consulting with engineering teams and other SMEs.
- Stays current on new product functionality and releases.
- Communicates professionally, expertly, patiently, and courteously; Builds rapport and respect with customers; Ensures customer is satisfied with outcomes.
Qualifications:
- Bachelor's degree in related field or applicable experience preferred.
- 2 - 4 years’ experience in an application technical support role required.
- Customer support experience required.
- Experience with technical troubleshooting required.
- Medical Practice Knowledge required.
- Experience working with Software Engineers preferred.
- Healthcare Industry Experience required.
- Previous experience with EHR (medical records or medical practice) software required.
- Strong written and verbal communication skills required.
- Knowledge of Windows Remote Desktop and Server Operating Systems required.
- Knowledge of Microsoft SQL Server preferred.
- Knowledge of HL7 preferred.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Education:
- High school or equivalent (Preferred)
Experience:
- Customer support: 1 year (Preferred)
- EMR systems: 1 year (Required)
- Technical support: 2 years (Preferred)
Work Location: Remote