||Customer Support Specialist
||Founded in 1995 and headquartered in Birmingham, AL, SuccessEHS, a division of Vitera Healthcare Solutions, is a nationally recognized medical and dental software vendor providing a single solution Practice Management and EHR system. SuccessEHS software, entirely in-house developed and supported, has achieved multiple certifications from CCHIT. Our employees are driven, technologically savvy, and dedicated to providing the best service to our customers. We believe that our employees and the service they provide are what set us apart in the industry.
Customer Support Specialists assist clients on critical and non-critical issues regarding the SuccessEHS software products.
•Provide full support to SuccessEHS clients, including helping customers resolve support issues that are both critical and non-critical in nature, educating customers on the product, and championing critical issues throughout the company.
•Serve as the primary client contact during daily phone support, monitor and follow up on client issues through to resolution.
•Exercise independent judgment in determining the nature of the problem, how to resolve the issue, and when to ask for assistance.
•Exercise discretion when accessing protected patient health information as it relates to client issues and needs.
•Work through all client issues in a timely and efficient manner in order to ensure client satisfaction.
•Log reported problems and resolutions in internal call tracking system.
•Recreate and document client issues in internal tracking system in a manner that programmers, QA analysts, and other Customer Support employees can further analyze the issue in order to reach the most efficient resolution.
•Serve as a liaison between the client and other departments, such as SuccessEHS programmers, database analysts, and system administrators in order to achieve full resolution on client issues.
•Continue education of applicable software, hardware, and networks in order to maintain advanced knowledge and efficiently support SuccessEHS clients.
•Participate in after-hours and weekend on-call support on a rotating basis.
||•Dedicated, responsible, positive, and professional demeanor
•Able to exercise independent judgment and problem solving skills when determining the nature of an issue, how to resolve it, and when to ask for assistance.
•Strong verbal and written communication skills.
•Excellent customer service skills and interpersonal skills.
|Preferred Education/Work Experience
||•High school diploma/GED required.
•A Bachelor’s Degree preferred but not required.
•Minimum two years experience preferred but not required in the customer support environment or equivalent combination of support, education, and medical experience.
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