This is a remote position.
Essential Duties and Responsibilities
The essential duties and responsibilities of this position include, but are not limited to the following:
- Respond to and provide friendly, patient, and professional customer service for all incoming calls, emails, and online requests for basic application support or technical assistance in a timely and courteous manner.
- Gather essential information needed by the Support Services Specialist to accurately triage and troubleshoot customer inquiries.
- Document, assign, and track service requests accurately using support tools and systems.
- Develop a working knowledge and growing proficiency in the application, leveraging its features to accurately diagnose and resolve customer issues.
- Always maintain a high level of customer service and professionalism.
- Participate in team meetings and training sessions as required.
- Other duties as assigned by supervisor.
Advanced Duties and Responsibilities
- Provide step-by-step guidance using provided documentation or scripts to help end-users resolve common issues.
- Follow established procedures and scripts to troubleshoot application and/or technical issues for hardware, software, or network issues.
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- High school diploma or equivalent.
- 3 years’ work experience in a customer service-oriented role.
- Strong troubleshooting skills.
- Has the demonstrated ability to follow and participate in technical discussions; technically savvy.
- Strong interpersonal and team building skills.
- Effective organization and time management skills.
- Ability to work independently and within a team environment.
Preferred Qualifications
- Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field.
- Certifications in the IT 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.
- Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
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.
Skills Required
- High school diploma or equivalent
- 3 years work experience in a customer service-oriented role
- Strong troubleshooting skills
- Ability to follow and participate in technical discussions; technically savvy
- Strong interpersonal and team building skills
- Effective organization and time management skills
- Ability to work independently and within a team environment
- Associate's degree in computer science, programming, information systems, database administration, or related field
- Certifications in the IT field
- 5 years professional work experience in application or technical support
- Professional experience in healthcare industry, medical billing, or accounting
- Understanding of network, server, and desktop administration fundamentals (installations, upgrades, tools, equipment)
Similar Jobs
What We Do
Cantata Health Solutions develops healthcare technology for behavioral health and human services providers. Its Arize EHR is designed to simplify workflows and replace outdated systems, with configurable tools for administration, care delivery, integrated telehealth, mobile functionality, and team collaboration. The company’s mission is to support person-centered care and help providers improve services for the communities and patients they serve across its provider communities.
