Skilled Wound Care is seeking an experienced Technical Support Specialist to join our team and provide exceptional remote technical support to clinical facilities, healthcare providers, and internal staff. The successful candidate will be responsible for resolving technical issues and providing clinical support through various communication channels, such as phone, text, helpdesk, and email. In addition, the Technical Support Specialist will collaborate with departments including clinical quality assurance, medical billers, and clinical liaisons to deliver world-class support to our facilities and doctors. This position requires flexibility in working hours based on business needs. Candidates must possess a minimum of 2-3 years of experience in IT or technical support roles and have a strong knowledge of iOS, Android, Windows, and Mac operating systems. Prior experience in healthcare and electronic health record systems is preferred. Excellent organizational skills, time management, and fluency in spoken and written English are essential for this role.
Responsibilities:
- Provide remote technical support to clinical facilities, healthcare providers, and internal staff via phone, text, helpdesk, and email while maintaining a high level of professionalism and customer service.
- Resolve technical issues related to software, hardware, and systems, ensuring timely resolution and minimizing downtime.
- Collaborate with departments, including clinical quality assurance, medical billers, and clinical liaisons, to deliver world-class support services and ensure customer satisfaction.
- Maintain accurate and comprehensive records of customer inquiries, issues, and resolutions in the ticketing system for reference and reporting purposes.
- Communicate effectively and empathetically with customers, demonstrating active listening skills and clear communication.
- Stay up-to-date with the latest technological advancements and continually expand knowledge in iOS, Android, Windows, and Mac operating systems.
- Facilitate knowledge sharing by assisting in the development and maintenance of technical support documentation, including knowledge base articles and FAQs.
- Escalate complex or unresolved issues to higher-level technical support or appropriate internal departments for further investigation and resolution.
- Assist in testing and quality assurance activities for software releases and updates, providing feedback and identifying any potential issues.
- Adhere to service level agreements (SLAs), meeting or exceeding defined response times and resolution targets.
Requirements:
- 2-3 years of experience working in IT or technical support roles, preferably within a healthcare or clinical environment.
- Proficient in providing technical support via phone, text, helpdesk, and email, with a strong focus on customer service and problem-solving skills.
- Extensive knowledge and troubleshooting experience with iOS, Android, Windows, and Mac operating systems.
- Familiarity with electronic health record systems and healthcare IT infrastructure is preferred.
- Excellent organizational skills and the ability to manage multiple tasks effectively, prioritizing work to meet deadlines.
- Strong interpersonal skills, able to collaborate effectively with colleagues and stakeholders from various departments.
- Flexibility in work hours, capable of covering various shifts based on business needs.
- Quick learner with the ability to adapt to evolving technologies and acquire new technical skills.
- Possessing a calm and composed demeanor, even in high-pressure situations, and capable of delivering high-quality support consistently.
Qualifications/Requirements:
- 1–3 years of experience in a similar IT support / helpdesk role or a degree in Computer Science, Information Technology, or related field
- Strong knowledge of computer hardware and peripherals
- Strong knowledge of operating systems: macOS, Windows, Linux, iOS, and Android
- Deep understanding of computers and mobile devices (configuration, troubleshooting, performance tuning)
- Working understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, routers/switches basics)
- Familiarity with security best practices and endpoint security tools
- Strong organizational skills, with attention to detail and cleanliness in workspace and cabling
- Excellent communication and customer service skills; ability to support users with varying technical skill levels
- Preferred: Experience with one or more of the following (or similar platforms): Hexnode (MDM), Apple Business Manager, Threatdown or similar endpoint security platforms, Other MDM or asset tracking tools.
- Preferred: Experience in a fast-paced office environment supporting multiple departments
- Must be authorized to work in the US
Benefits:
- Competitive compensation, Medical, Dental, Vision, 401K, PTO.
- Potential performance-based bonus
- Opportunity to build and deepen your hands-on IT skills across hardware, software, networking, and security
- A collaborative environment where you are the key technical point of contact for the team
Pay:
- $20.00-24.00/hour based on experience/education.
If you meet the above qualifications and are looking for an exciting career opportunity in IT, please submit your resume for consideration. To learn more information, visit us at www.skilledwoundcare.com
Great Place to Work® Certified!
Skilled Wound Care is proud to be Certified™ by Great Place to Work® for the 3rd year in a row. The prestigious award is based entirely on what current employees say about their experience working at Skilled Wound Care. This year, 95% of employees said it’s a great place to work – 39% higher than the average U.S. company.
Skilled Wound Care will ask all candidates to perform pre-employment confidential DiSC testing and appropriate relevant skills testing prior to hiring.
(Skilled Wound Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information).
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What We Do
Skilled Wound Care is a subsidiary of Skilled Facility Health Care Solutions, Inc., a professional medical corporation, incorporated in 2007, that has been delivering advanced professional services in the Long Term Care Arena with a focus on cost effective patient care and increased patient satisfaction.
