Customer Support Specialist I

Essential Duties and Responsibilities 

The essential duties and responsibilities of this position include, but are not limited to the following: 

• Respond to and provide friendly, patient, and professional customer service for all incoming calls, emails, and online requests for basic application support or technical assistance in a timely and courteous manner.
  
• Gather essential information needed by the Support Services Specialist to accurately triage and troubleshoot customer inquiries.  
  
• Document, assign, and track service requests accurately using support tools and systems. 
  
• Develop a working knowledge and growing proficiency in the application, leveraging its features to accurately diagnose and resolve customer issues. 
  
• Always maintain a high level of customer service and professionalism. 
  
• Participate in team meetings and training sessions as required. 
  
• Other duties as assigned by supervisor. 
  

Advanced Duties and Responsibilities 

• Provide step-by-step guidance using provided documentation or scripts to help end-users resolve common issues. 
  
• Follow established procedures and scripts to troubleshoot application and/or technical issues for hardware, software, or network issues. 
  
  

Minimum Qualifications (Knowledge, Skills, and Abilities) 

• High school diploma or equivalent. 
  
• 3 years’ work experience in a customer service-oriented role. 
  
• Strong troubleshooting skills. 
  
• Has the demonstrated ability to follow and participate in technical discussions; technically savvy. 
  
• Strong interpersonal and team building skills. 
  
• Effective organization and time management skills. 
  
• Ability to work independently and within a team environment. 
  

Preferred Qualifications 

• Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field. 
  
• Certifications in the IT field is highly preferred. 
  
• 5 years professional work experience in application or technical support. 
  
• Professional work experience in healthcare industry, medical billing, or accounting highly preferred. 
  
• Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.