Support Services Specialist

This is a remote position.

The Support Services Specialist is responsible for screening, diagnosing, researching, resolving and/or providing support to end-users for software application, systems, device, user access and/or hardware issues; identifies, researches and resolves application setup and functionality issues and/or technical problems of moderate complexity by telephone, online, or email; troubleshooting and solving problems using a strong working knowledge of technical skills and/or a strong working knowledge of software applications; documents, tracks, and monitors service requests and dispatches orders to support groups for problem resolution using applicable systems and tools; informs end-users of the interpretation of IT policies, capabilities, limitations, and network issues.   

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

• Responds to incoming calls, emails and online request for assistance from end-users needing application support or technical assistance related to hardware, software, and/or network issues in a timely and professional manner
  
• Acquire the working knowledge of front-end and back-end system functionality to walk end-users through the steps to resolve issues and achieve specific goals
  
• Troubleshoot application and/or technical issues for hardware, software, or network issues; seek assistance from internal business units, external vendors, or a more experienced application or technical support team member when needed 
  
• Work closely with technical support, network services, software engineering, and software development teams to restore service and / or identify and correct core technical, software, hardware, and network issues; aid the project and development teams in conceptualizing updates and upgrades that will enhance users’ experience when needed
  
• Provide management with recommendations for system modifications to reduce user problems; assist with streamlining processes to respond more quickly to end-user technical issues 
  
• Maintain a high level of courteous and result-oriented customer service at all times 
  
• Other duties and/or projects as assigned 
  

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities):

• High school diploma or equivalent 
  

• 3 years professional work experience in application or technical support 
  

• Strong troubleshooting skills 
  

• Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.  
  

• Ability to have understanding and application of customer service techniques as required to address problems with PC based tools and products; effective and result-oriented customer service skills 
  

• High degree of technical understanding; has the demonstrated ability to follow and participate in technical discussions; technically savvy 
  

• Exceptional interpersonal and team building skills 
  

• Effective organization and time management skills with the demonstrated ability to handle multiple requests at once 
  

• Ability to work independently and within a team environment 
  
  

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Computer Programming, Computer Information Systems, or Database Administration, or closely related field 
  

• Certifications in the 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 
  

Benefits

Fully Remote Workforce

As a virtual-first organization, we can attract the best talent no matter where we all live. This allows for added flexibility and a schedule that works for you.

Essential Benefits

We offer medical, dental, and vision insurance; 40l(k) with match; legal benefits; short-term and long-term disability coverage; life insurance; and paid time off.

Employee Recognition

Team members can reward each other with points to celebrate everyday wins and going above and beyond. It’s our way of saying “nice job” in a way that really sticks.

Financial Incentives

Employees can benefit financially through the company’s success, referring top talent, and performance-based bonuses.