Software Support Rep - Audiology

Job Summary: The software support rep will work directly with TIMS Audiology customers to provide software and technical support by fully understanding the issue or request, researching alternatives and providing resolutions. Successful audiology support reps will have exceptional customer service & communication skills, be resourceful and have a strong tenacity to solve problems. This is an exempt position reporting to the manager of audiology.

Responsibilities & Duties:

• Develop and maintain working knowledge of TIMS audiology software and auxiliary software integrations (Noah, QuickBooks, TIMS A/R, Crystal Reports, claims processing, credit card processing etc.)
• Resolve customer reported issues and troubleshoot basic PC set up, network connectivity, SQL Express database replication and client server configuration issues to ensure proper software operation.
• Respond to customer calls and monitor support tickets. Evaluate possible solutions, always looking for a long term solution vs a short term fix. Effectively prioritize customer issues.
• Document calls and solutions and communicate unresolved issues to department manager.
• Manage customer relationships emphasizing a philosophy of service, quality and professionalism.
• This position has no supervisory responsibilities.

Required skills & abilities:

• All Computers Unlimited employees are expected to treat others with respect, maintain good relationships with employees and customers, and uphold high ethical standards of honesty, integrity, and reliability. Employees are expected to follow security and confidentiality standards.
• Excellent communication skills – both written and verbal, with strong listening skills.
• Ability to analyze a situation, search for solutions, and solve problems using logical and intuitive thinking.
• Excellent organizational skills with attention to detail, accuracy, and thoroughness.
• Ability to work independently, prioritize tasks and handle competing deadlines.
• Willing to accept challenges and additional responsibilities.

Education & Experience:

• Bachelor’s degree in business, accounting, information systems or related field required.
• Experience supporting PC networking and client server environments and concepts preferred along with experience with database software.
• Familiarity with clinical and retail processes relating to medical practice preferred with customer service experience helpful.

Travel/Working Conditions This position will be in office at our Billings, Montana location.