What are the responsibilities and job description for the Triage Technical Support Specialist position at Advanced Automation Consulting?
This position is on-site, M-F, in Boiling Springs, SC.
AAC is seeking a motivated and eager IT professional to join a client in the Spartanburg, SC area as a Triage Technical Support Specialist. This person will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support Team collaborates closely with other teams including Implementation, Marketing & Sales, Success & Retentions to solve customer issues and provide a superior support experience.
Description of Job Duties:
- Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM System
- Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration
- Troubleshooting common issues with a product or service
- Provide customer with included instructions to remotely connect to their machine
- Follow up with customers to ensure that inquiries have been addressed
- Follow KB Articles and guidance from team members to solve customer inquiries
- Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance
- Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions
Required Experience and Qualifications:
- Excellent customer service skills
- Ability to answer a high volume of calls and/or emails daily
- Strong listening, verbal and written communication
- Innovative, quick learner, and good teammate
- Strong organizational skills including attention to detail and multi-tasking
- Comfortable learning new tools and being creative to solve problems
- Able to work in a versatile fast-paced environment
- Keep up with changing healthcare and technological industry
Preferred Skills or Experience:
- 1-3 years of experience in Helpdesk / Customer Support position
- Familiarity with healthcare industry
- Prior experience with using a CRM System
Salary : $15 - $16
