Objective

The Tier 1 Application Support Specialist plays a crucial part of our application support team, providing exceptional service to our clients and ensuring the optimal functionality of their applications. Your primary responsibilities will include:

Key Responsibilities

• Customer Support: Respond to client inquiries and technical and application issues through various communication channels, such as phone, email, and chat, in a professional and courteous manner. Understand and prioritize issues to provide timely resolutions.
• Issue Triage: Identify and categorize incoming support requests, analyzing the urgency and complexity of issues, and escalating to Tier 2 support when necessary.
• Troubleshooting: Diagnose and resolve technical issues related to our applications by following standard operating procedures and utilizing knowledge bases and resources effectively.
• Documentation: Maintain accurate and detailed records of client interactions, issues, and resolutions in our ticketing system. Update and create knowledge base articles to facilitate issue resolution and client self-help.
• Client Education: Assist clients in understanding and effectively using our applications by providing guidance, training, and documentation as needed.
• Continuous Improvement: Collaborate with the Tier 2 support team to share insights on recurring issues and contribute to process improvements. Participate in ongoing training to stay updated on product enhancements.
• Quality Assurance: Ensure that all support interactions meet the company's service level agreements (SLAs) and maintain high-quality customer service.

Qualifications

• 1-2 years of experience in a technical support role, preferably in application support.
• Proficiency in troubleshooting technical issues and a strong problem-solving mindset.
• Excellent communication skills, both written and verbal.
• Strong customer service orientation with a passion for helping others.
• Familiarity with ticketing systems and support software is a plus.
• Basic understanding of SQL, scripting, or coding is advantageous.

Education/Certifications Required

• High school diploma or equivalent education and experience
• Must become product certified within the 1st, 90 days of employment.

Why Work Here?

At Medical Informatics Engineering (MIE), we believe in harnessing the power of technology to transform healthcare and improve patient outcomes. As a leading provider of health information technology solutions, we are passionate about developing innovative software solutions that empower healthcare organizations to deliver exceptional care. On top of our mission to make a dent in healthcare we offer the following incentives to our employees:

• Competitive compensation
• Comprehensive benefits package including medical/dental/vision insurance
• 401k with company match
• Paid-Time off
• Quarterly bonus program
• Flexible work schedule
• Remote work