Practice: Managed Services
Position Title: Customer Support Specialist
Position Location: 100% Remote
Reports to: Team Lead Customer Support

Job Summary:
Responsible for the day-to-day support of Managed Services Clients. By leveraging customer service skills and understanding today’s technologies and Electronic Health Record software, solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.
This is a 100% remote role working a second shift schedule of 3:00pm CST – 11:00pm CST. There is time zone flexibility. EST hour, 4:00pm-12:00pm, MST would start at 2:00pm.

Essential Functions:

• Provides first level support for inbound Interactions and requests from end users, staff and patients.
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all standard operating procedures.
• Assists with the development and improvement of work instructions, procedures, and documentation.
• Exceptional Attendance is a must.
• Mentor and assist with training new Customer Support Specialists.
• Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases.
• Other duties as assigned.

Required Skills/Abilities/Competencies

• Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience
• Innovative, team-oriented problem solver.
• Excellent interpersonal and customer service skills. Strong commitment to providing quality service.
• Excellent organizational, time management and follow through skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Experience troubleshooting Microsoft Office.
• Ethical and Critical Thinking.
• Ability to type at least 25 words a minute.

Education and Experience:

• High school diploma or equivalent.
• 2 years’ experience working in a customer service role preferred but not required.
• Call Center experience preferred but not required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.