Technical Support Specialist- L1

Job Description

Job Summary

A Technical Support Specialist, L1 is rewarding and exciting as you will collaborate directly with a variety Provider office staff to resolve device issues, while providing exceptional customer experience.

What You Will Do

Ongoing daily outreach to customers to provide level one technical support
Build relationships with both customers and vendors
Efficiently respond to practice and partner questions issues; effectively collaborate with appropriate service resources to ensure resolution in a timely manner
Meet performance standards for quantity and quality of customer interactions
Autonomously manage and troubleshoot issues
Develop thorough knowledge and understanding of customer challenges, expectations and success measure
Develop ongoing documentation of practices for all customer interactions
Work collaboratively with internal Customer Success and Onboarding Teammates

What We Need

Minimum 2 years’ experience in customer service role
Consistent ability to craft clear, grammatically correct, and professional business communication

Desired Qualifications

Strong work ethic and quality standards
Detail-orientation – strong attention to detail and focus on accuracy
Proven problem solving and decision-making skills

What You’ll Need To Succeed

Professional demeanor to successfully represent and serve as part of the company’s brand
Ability to quickly learn the Company’s products and services
Curiosity and a commitment to continuous learning
Motivated self-starter who proactively takes initiative
Poise under pressure and ability to work in a fast-paced, high-stress environment
Highly effective problem-solver with ability to quickly acknowledge when issues should be escalated
Excellent verbal and written communication skills
Strong interpersonal skills – ability to establish and maintain influential relationships, utilize empathy, and collaborate closely across multiple teams
Exceptional organizational skills and ability to juggle competing priorities
Advanced skills in Microsoft Word, Excel and PowerPoint

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