Support Technician II

Job Summary

This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.  Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products. 
 
What you will do 

• Answer and process customer calls effectively and efficiently to optimize customer experience: 
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern 
• Provide timely resolution of customer issues 
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity 
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items 
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call 
• May assist with other Tech I assignments as required to ensure quality customer service is being provided 
• Participate in special projects and perform other duties as required 

Qualifications 

Required :

• Typically, High School education, vocational training and/or on-the-job training.  
• Typically, three or more years of related experience. 
• Working knowledge of Microsoft Word and Excel as it relates to the supported software 
• Excellent troubleshooting and problem-solving skills. 
• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software. 
• Ability to prioritize tasks, handle stress, and adapt to change.    

Nice to have:

• Bachelor’s Degree. 

The posted range for this position is $40,000-$43,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.