Position Status:Full TIme

Location:Chicago, IL

POSITION SUMMARY

The Customer Support Specialist will be working directly with clients, provides Tier 1/Tier 2 technical support of our proprietary software products to client organizations.

ESSENTIAL DUTIES OR RESPONSIBILITIES:

  • Provides Tier2 phone, email, WebEx, and/or chat support to clients using company’s proprietary software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies.
  • Troubleshoots and diagnoses reported client problems and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner.
  • Tests fixes to ensure reported problem has been adequately resolved.
  • Works with clients to install and upgrade company’s proprietary software products and associated components.
  • Identifies software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies in TFS.
  • Documents all contacts processed using software support system including Problem, Resolution and Follow-Up Action Required.
  • Using defined escalation methodology, escalates complex problems and/or client complaints to Manager.
  • Participates in the alpha testing of new releases prior to release to clients.
  • Develops recommendations for enhancements to company products and communicates them to Manager.
  • Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner.
  • Performs related duties as required in support of client service goals.


JOB SPECIFICATIONS:

A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

  • Bachelor's Degree in related discipline required.
  • 1 - 3 years experience providing software support services required.

B. SKILLS REQUIRED:

  • Must have excellent customer service skills.
  • Must be able to handle multiple priorities simultaneously.
  • Must have well-developed problem solving skills and a passion for solving puzzles and learning how things work.
  • Must possess excellent verbal and written communications skills.


C. ABILITIES REQUIRED:

  • Must have the ability to quickly assess client requests and identify appropriate solutions.
  • Must have the ability to ineract with both non-technial users and highly technical users.
  • Practical knowledge of relational database management
  • Working knowledge of current Microsoft operating systems.
  • Ability to function as part of a goal-oriented team.

 

 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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