[Hiring] Technical Support Specialist @Centauri Health Solutions

Role Description

As a Technical Support Specialist at SES, you are a critical member of our Support team and report to the Director, Customer Support and Enrollment. The role is responsible for delivering first-class technical customer support as part of an innovative and forward-thinking company in the health informatics market. The Technical Support Specialist serves customers by responding to support requests related to SES products and services. As a customer-focused team player, the Technical Support Specialist must possess a proven ability to take ownership of the customer experience, have exceptional attention to detail, and demonstrate strong critical thinking and problem-solving skills. Overall, the Technical Support Specialist must have the willingness to go the extra mile to ensure excellent customer support.

Qualifications

• Experience in a customer support environment
• Two years’ experience of providing customer and operations support in a technical environment (recommended)
• Technical background in a healthcare environment (preferred but not required)
• Experience with Salesforce CRM (a plus)
• Bachelor’s degree in business, marketing, technology, or related field (preferred)
• Software management, testing, ticketing, and interfacing with software developers/operations
• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet, and E-mail
• Electronic Medical Record workflow knowledge (a plus)

Requirements

• Resolving and classifying technical issues in a timely manner, answering inquiries, and providing effective resolutions to close out issues
• Managing customer tickets and reporting through online customer relationship management application
• Maintaining customer records by updating account information
• Creating documentation
• Participating in interoperability testing
• Working closely with internal stakeholders and being the primary point of contact for customers
• Conducting welcome calls with new customers and providing telephone and web-based training and support to ensure retention and satisfaction
• Recommending potential products or services to management by collecting customer information and analyzing customer and market needs
• Preparing product or service reports by collecting and analyzing customer information
• Implementing process improvements to promote operational success
• Contributing to team efforts by accomplishing related results as needed

Benefits

• Comprehensive medical, dental, vision, and prescription coverage
• Wellness program supporting overall well-being
• Company-paid basic life and AD&D insurance
• 401(k) plan with company match
• Tuition reimbursement opportunities
• Paid time off for vacation and illness
• Six paid company holidays
• Floating holiday
• Company-paid training and computer equipment
• Performance-based bonus program
• Paid time off for volunteer activities
• Employee referral bonus program
• Career development and training opportunities, including leadership growth