Technical Support Specialist

Position Overview

The Technical Support Specialist (TSS) is responsible for providing front line technical support and assistance to client administrators and end users for software related issues. This includes receiving, prioritizing, documenting, and actively resolving user requests. Problem resolution may include the use of diagnostic, tracking, and troubleshooting tools, and requires hands-on support to the client while ensuring the highest level of customer satisfaction.

Responsibilities

•  Triage incoming client calls and email requests into our ticketing system

•  Document all pertinent user identification information including name, health system, department, contact information, and   description of the issue

• Record, track, and document the problem-solving process, including all decisions made and actions taken through to the final resolution

• Support consultants in ensuring all support issues (even those out handled outside formal support channels) are properly documented and tracked in internal systems

• Troubleshoot schedule configuration and system issues

• Identify, reproduce, report, and escalate system issues and bugs impacting clients

• Prioritize incoming issues and escalate complex technical issues to the appropriate Technical Account Manager, when required

• Leverage internal knowledge base documentation and frequently asked question resource aids in problem resolution

• Validate proposed solutions to ensure the problem has been adequately resolved and walk-through corrective steps with the client, performing post-resolution follow-ups to requests

• Identify and learn appropriate software used and supported by the organization

• Develop help documentation and knowledge base articles for administrator and end user support

• Maintain high level of customer satisfaction, and strive to exceed expectations in approach to solving client issues

• Meet or exceed all support goals related to request turnaround times and client satisfaction levels

• Collaborate with other departments within Lightning Bolt to deliver best possible solutions to meet client needs

• Strategize with leadership on opportunities to improve the Lightning Bolt support system, ensuring clients are aware of and effectively leveraging the available support channels

• Additional duties, as needed, to support this position, customers, and teammates:

  • Training sessions: Ongoing webinar trainings for customers and New admin training for existing customers

  • License count updates

  • Client list management

• Client check-in calls as requested by Maintain Manager

• NPS Follow Up calls, as requested by Maintain Manager

• Optimized “Lite” - deployment of basic optimized rules as requested by Deploy Manager 

Success Factors

• Troubleshooting, analytical, and problem solving skills

• Product expertise and the ability to apply Lightning Bolt to solve client problems

• Ability to juggle multiple tasks in high-pressure situations

• Ability to drive process change

• Excellent communication skills include written and verbal

• Ability to educate customers on software to empower self-administration

• A passion for exceptional customer service with a customer-first mentality

• Questioning attitude with a strong growth mindset

• Excels in ambiguous situations where one’s critical thinking and troubleshooting skills are utilized

• Highly organized with a strong sense of urgency and can prioritize requests with a strong focus on meeting deadlines.

• Strong communicator, both written and verbal with a proven ability to convey technical matters

• Strong work ethic with a team-oriented approach

• Process-minded with an ability recognize trends

Career Path and Growth Opportunities

PerfectServe welcomes growth in our company and provides all employees with opportunities. Typically a new employee is expected to be in their role for at least 12 months, before pursuing other roles in the company. Lightning Bolt has career path outlines as a guide for every position.

Essential Qualifications

•  Bachelor’s degree, Associates degree, or 3+ years of similar experience
•  Will require ability to work during Pacific business hours; Hours are Monday-Friday 8:00am - 5:00pm PT