Employer Industry: Information Technology Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on client satisfaction and member experience
- Flexible work schedule with rotating on-call shifts
- Involvement in a diverse range of technical support tasks, enhancing skill development

What to Expect (Job Responsibilities):
- Manage a support queue of incidents and requests that arrive via phone, email, and chat; provide initial troubleshooting and ticket documentation.
- Update tickets with concise and clear notes to facilitate warm handoffs between team members; follow up and request escalation on open issues.
- Provide initial end-user support for software in an enterprise environment, including Electronic Health Systems software.
- Perform basic hardware upgrades and image computers to be mailed out to end users; deploy software to end users while educating in basic use practices.
- Create clear and concise technical documentation and effectively utilize and grow a knowledge base.

What is Required (Qualifications):
- Minimum of 1 year of technical support experience with a customer support focus.
- Ability to gather and document critical details.
- Strong customer service skills and the ability to explain technical concepts to end users with varying levels of technical competency.
- Excellent written and verbal communication skills.
- Ability to work without immediate supervision and maintain professionalism while dealing with end users of varying temperaments.

How to Stand Out (Preferred Qualifications):
- Experience in an enterprise environment, particularly with Electronic Health Systems software.
- Proven ability to assess incident trends to identify possible problems and outages.
- Familiarity with asset management processes, including purchasing and tracking of hardware and software assets.

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