Customer Support Representative (CSR) Consultant (Contract Position)

Description

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.  

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Customer Support Representative (Contract position) to join our team! Hours are 6 am-3 pm PST. This is a 3 month contract position. This is a remote opportunity for someone located on the west coast.

Job Summary 

The Customer Support Representative (CSR) is responsible for receiving incoming calls from customers, partners, and field service employees, collecting information about the calls, and directing the calls to the appropriate resource based on need. The CSR provides technical assistance and support for incoming queries and issues using existing knowledge articles and documentation. In addition, the CSR will participate in an administrative and procedural capacity in various processes and projects within Imprivata Customer Support, as needed. 

Duties and Responsibilities 

• Receive incoming phone calls to Imprivata Customer Support from customers, partners and field service employees.
• Record pertinent contact information to our internal call tracking system.
• Assist callers as much as possible by filling their non-technical requests or resolving simple product issues by leveraging available resources such as the knowledge database, product documentation and other information sources to help solve problems
• Document communications with the caller and contact activity to our internal call tracking system.
• Work with the Imprivata Customer Support team and other teams within Imprivata to obtain the information to assist callers as needed.
• Provide administrative and procedural assistance on various customer related processes and projects, as needed.
• Empathize, advocate for, and maintain positive relationships with customers
• Basic working knowledge of Linux Servers/Linux Command Line, and SQL databases.

• Good standard of verbal and written English and a professional telephone manner
• Strive to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Additional written and spoken languages, Spanish and other European languages an advantage but not required.

• Manages cases efficiently using Salesforce case tracking system, documents customer interactions in a timely manner.
• Meets or exceeds individual and team targets & SLAs.
• Recognizes the need for case re-prioritization and escalation based on customer and business impact.

• Search for, reference and utilize, existing Knowledge articles.
• Create reusable knowledge articles based on problem analysis and case resolution and contribute to ongoing Knowledge article maintenance with guidance from peers.

• Adhere to regular shifted hours, with additional coverage flexibility as required.
• Occasional travel for onsite support, business meetings, training, conferences, etc., as required.
• Respect and maintain customer and partner confidentiality.
• Perform other duties as assigned and required.

Qualifications 

• High School diploma.
• 1-3 years relevant business experience in a professional environment.
• Basic computer skills and experience with Microsoft Windows, Microsoft Office (Outlook, Word, Excel, and PowerPoint), and web-based applications.
• Excellent customer service skills.
• Organized, highly-motivated, self-directed, and able to work as part of a team.
• Ability to multi-task effectively.
• Good verbal and written communication skills.
• Ability to work in a fast-paced, exciting environment.
• Knowledge of basic computer troubleshooting skills an advantage.