Client Support Specialist
The Client Services Representative will strive to resolve customers’ technical issues effectively and efficiently while providing the highest level of customer service possible. Individuals assigned to this position will normally perform duties independently and according to established company procedures and practices. This employee will perform a variety of duties, to include, but not be limited to, customer support, customer training, software testing, and general administrative and technical tasks.
Duties and Responsibilities:
- Identify, research, and resolve technical problems for customers.
- Respond to telephone calls and emails for a variety of technical support issues in a timely and courteous manner.
- Document, track, and monitor issues to ensure timely resolution.
- Work in collaboration with the Development Team to resolve problems.
- Provide customer training for web-based software solution.
- Assist with product software testing.
- Perform general technical and administrative tasks.
- Weekend and Holiday on-call support as determined by rotation.
- Primary scheduled work hours during 2nd shift.
Education and/or Experience Required:
- Associates Degree in a technical field or equivalent experience in helpdesk and customer support in a technical field.
Technical Skills Required:
- Experience in a customer support environment, with knowledge of helpdesk protocols and processes.
- Strong Internet skills and ability to use remote access tools.
- Familiarity with Microsoft Windows operating systems.
- Proficient in the use of commercial software packages such as Microsoft Word, Excel and PowerPoint.
- Basic knowledge of networking.
- Ability to effectively troubleshoot and resolve problems with all levels of management and users.
- Experience in Radiology, PACS, and Medical Informatics a plus.
Other Knowledge, Skills and Abilities:
- Ability to work independently and efficiently.
- Ability to promptly answer support related email, phone calls, and other electronic communications.
- Self motivated, detail-oriented and organized.
- Excellent interpersonal communication skills and strong analytical and problem-solving skills.
- Commitment to positive client service mentality.
- Ability to organize and prioritize work activities and to handle multiple projects simultaneously.
- Ability to make practical decisions and independent judgments without appreciable direction or advance preparation.
- Willingness and flexibility to support customer needs.