Position Summary:
The Software Support Specialist plays a pivotal role in maintaining strong client relationships through prompt and effective product and service support. Utilizing a combination of knowledge bases and proprietary troubleshooting techniques, this role resolves client inquiries and issues in a courteous and efficient manner. The Specialist ensures client satisfaction while adhering to company policies and procedures.
Job Details:
Work from Home
Monday to Friday | 8:30 AM to 5:30 PM PST
To follow US Holidays
Responsibilities:
- Provide technical support to clients via email, phone, online live support, or other designated channels.
- Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume.
- Quickly diagnose critical and complex issues, escalating as necessary.
- Participate in the Learning Lab at the annual user group meeting.
- Formulate ideas to enhance Knowledge Base content.
- Complete computer checkouts for issues related to computer performance.
- Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps.
- Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members.
- Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines.
- Document detailed records of customer interactions, accounts, and file documents through the online ticketing system.
- Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed.
- Submit time-off requests in a timely manner, obtaining prior approval from Management.
- Adhere to all rules and regulations outlined in the Employee Handbook.
Responsibilities:
- Proficient in reading, writing, comprehension, and effective presentation skills.
- Applies common sense, follows instructions, and demonstrates basic math skills, understanding financial reports.
- Punctual, reliable, exercises judgment, applies feedback, monitors performance, maintains professionalism under pressure, and sets/achieves goals effectively.
- Strong understanding of products/services, synthesizes complex information, identifies timely solutions, proficient in gathering, analyzing information, and communicates effectively in both "Techie" and "End User" languages.
- Provides prompt, attentive customer response, incorporates feedback for service improvement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively participates in meetings, appropriately escalating challenges.
Skills Required
- Proficient in reading, writing, comprehension, and effective presentation skills
- Demonstrates basic math skills, understanding financial reports
- Strong understanding of products/services and ability to synthesize complex information
- Maintains professionalism under pressure
- Demonstrates punctuality and reliability
What We Do
Sourcefit is a business process outsourcing (BPO) company that provides custom offshore staffing solutions and managed services to help clients build lasting value in their outsourced teams.
