Customer Support Specialist - Remote id-9321

May 23, 2025

We Have These 3 Must Haves Listed

1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a must

Job Description

This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.

As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.

Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident, or escalate if necessary.

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You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.

Documentation of the client’s name, concerns/complaints, facility, and phone number is paramount before escalating tickets.

Essential/critical Functions

Follow necessary Customer Support protocols

Interact with customers in a professional and enthusiastic manner via verbal and written communication

Promptly answer support calls, document, and transfer with a high level of urgency

Accurately document client interaction in a professional manner

Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude

Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment

Resolve open tickets and communicate resolution to the client to confirm satisfaction

Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Support the field implementation team to successfully complete installations

Coordinate and execute the shipment of parts and supplies to customers

Technical

Skills and Attributes:

Databases SQL Server (SQL 2008/2012)

Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.

SSIS (SQL Job) exposure/experience

SQL Reporting Services

OS knowledge

Server 2008 /Server 2012/ Windows 7

Windows Services

IIS and Web Applications

Running Performance Counters

Basic Understanding of Group Policies

Security Permissions

Networking topology

DNS

DHCP

LAN/WAN

Telnet

Ports (Networking/OS)

Understanding of XML language

Ability to review application and OS logs

Active Directory experience or exposure

VMware experience or exposure (1+ years)

Soft Skills

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety

Ability to understand and communicate complex technical systems to a non-technical audience

Works well in a team environment

Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Other Skills

Excellent customer service skills (written and verbal) a must

Exceptional attention to detail

Excellent organizational skills

Ability to work in a fast-paced environment

Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations

Ability to effectively listen, empathize and reassure clients their issues will be resolved

Ability to independently research, troubleshoot, and probe technical hardware and software issues

Ability to work in a team environment

Ability to work in a remote, home office-based environment

Experience using a computer in a work setting

Strong work ethic and initiative

Education/Licenses/Certifications Required

No degree required

Preferred Certifications

A+, N+

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