Waltham Categories:
Tier 3 Customer Support Specialist - Software Applications CaseNET
THIS JOB HAS EXPIRED
JOB DESCRIPTION:The continued success and rapid growth of our company has created the need for a Customer Support Specialist to join the support team providing a 3rd tier level of support. You will serve as a primary point of contact for all customers, both internal and external, providing technical support and excellent customer service. Ensure that each customer receives outstanding service by providing friendly and professional communication, a willingness to listen to customer needs, and solid product knowledge.
? Provide client support and technical issue resolution via email, phone, web
? Build rapport and elicit problem details from non-technical or technical customers
? Provide timely, efficient and pleasant follow up to user questions or issues
? Build deep knowledge of Casenet products
? Document all incidents in incident tracking system
? Manage incidents to closure
? Interact effectively with customers and internal developers
? Escalate issues as needed
? Rotate On-Call duty with other staff members
? Deploy software for test and production uses.
? Assist in testing new software functionality prior to release
? Assist in generating training materials and customer facing documentation.
? Become the SME for Tier 1 and Tier 2 Support
QUALIFICATIONS:
? 3 years experience providing technical support for software business applications is critical for this role
? Candidates familiar with Health Care / Insurance industry are highly preferred
? Familiar with Network Technologies (TCP/IP, VPN, Remote Desktop)
? Familiar with Web Applications and Infrastructure
? Intermediate to advanced SQL Knowledge
? Windows Server and Desktop OS Knowledge
? Strong client focus and collaborative work style
? Ability to understand and explain technical information
? Skill in creating customer facing documentation
? Confident, patient and clear communicator with technical and non-technical customers via phone and email
? Skill in problem solving and resolution
? Extensive application support experience working directly with customers
? Ability to organize and prioritize multiple work assignments to meet deadlines
? Self motivated, detail-oriented and organized
? Excellent Interpersonal and Writing Skills
? Bachelors Degree or equivalent experience
? Microsoft or A+ Certifications desirable
| Location: | 204 Second Avenue Waltham, MA 02451 United States |
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THIS JOB HAS EXPIRED
CaseNET
Investors: HLM Venture Partners, Sigma Partners, The Aurora FundsAll Jobs: at CaseNET
| Web Site: | www.casenetinc.com |
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| Headquarters: | 204 Second Avenue Waltham, MA 02451 United States |
| Industry: | Software |
