Software Support Specialist (Help Desk)

Full-time
North Miami
Posted 4 months ago

Provides technical support to end users for our healthcare software. This position will serve as a liaison between the client and our internal teams. The help desk specialist will acknowledge customer requests and complaints, coordinate with various teams to discern the proper resources for resolving the ticket, and communicate with the client until full resolution. The goal of this role is to promote Carevive’s focus on providing excellent customer service.

Job Responsibilities

  • Respond to all client requests/complaints/inquiries in a timely manner and professional manner
  • Communicate with end users via ticketing system and telephone
  • Manage client facing ticketing system: creating, updating, and closing tickets
  • Triage tickets and escalate accordingly if needed
  • Able to spot trends and work to validate solutions
  • Ensure client information is accurate
  • Properly identify ticket attributes such as type, system affected, etc.
  • Provide detailed explanations and/or step by step instructions for complex issues
  • Exceed client expectations with outstanding customer service skills
  • Follow up with clients to confirm resolution
  • Provide suggestions for process improvements
  • Work internally and externally in the identification, escalation, and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support

Requirements

  • Experience working in a help desk/ client support role
  • Tech savvy with working knowledge of computers and CRM software
  • Good organizational skills, a general knowledge of Microsoft Office computer programs
  • Excellent customer service and verbal and written communication skills
  • Advanced troubleshooting and multi-tasking
  • Bachelor’s Degree in IT, Business, or related field or equivalent work experience
  • Zendesk experience a plus
  • Healthcare knowledge a plus

Job Features

Job CategoryClient Services
Job Id45696
ExperienceEntry Level

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