Technical Support and Implementation Specialist

Job Description: Deliver first class technical customer support and implementation specialist as part of an innovative and forward thinking company in the health informatics market. Serves customers by providing product and service information and resolving product and service problems. Must be a customer-focused professional with technical background.

Duties:

• As a Technical Support and Implementation Specialist, you are responsible for resolving and classifying technical issues in a timely manner, delivering a high level of customer service at all times, managing customer tickets and reporting through online customer relationship management application, maintaining customer records by updating account information, creating documentation, and participating in interoperability testing.
• Work closely with internal stakeholders and be the primary point of contact for customers, answer inquiries and provide effective resolutions to close out issues. Conduct welcome calls with new customers and provide telephone and web based training and support to ensure retention, satisfaction and that consumers get the most from SES services.
• Develop a comprehensive knowledge of company offerings in order to provide full and accurate solutions to customer inquiries. Follow-up on customer progress and ensure the effective maintenance of customer support records.
• Ensure customers understand the features and benefits of other product and services that best meet their needs.
• Recommend potential products or services to management by collecting customer information and analyzing customer and market needs. Prepare product or service reports by collecting and analyzing customer information.
• Implement process improvements in the area of customer support. Help manage operations activity and customer deployments.
• Work with management to improve customer retention and support.
• Contribute to team effort by accomplishing related results as needed.

Skills/Qualifications: Customer Support Specialist, Technical Support Specialist, Operations Analyst, Product Support Specialist, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking. It is recommended that you have two years’ experience of providing customer and operations support in a technical environment. Equally important are your strong communication and customer service skills and ability to take ownership of the customer experience.

You must possess a proven ability to build relationships at all levels, an exceptional attention to detail and superb problem solving skills. Customer-focused and a team player, you must have the willingness to go the extra mile to ensure an excellent customer experience.

Job Type: Full-time

Required experience:

• Customer: 1 year