Technical support specialist with knowledge of English (Europe)

Responsibilities:

  • Answer user inquiries via phone and email regarding software operation to resolve problems
  • Troubleshoot and research problems through reading Knowledge Base Articles, reading Technical Manual(s), conferring with other Technical Support Representatives (TSR), Team Leaders or Supervisors
  • Follow up in a timely manner with status updates to customers
  • Maintain records daily of each customer case in communication tracking software
  • Contribute to Knowledge Base Articles for sharing with other TSR
  • Ability to communicate, write clearly and document problems/issues to co-workers

Experience:

  • Minimum of one year of work experience in a medical office environment, customer service, IT, or support desk role
  • High School diploma required;
  • Excellent verbal and written communication skills, particularly phone and email correspondence
  • Ability to listen to and understand client issues and respond appropriately
  • Personal track record of being thorough, courteous and responsive in customer service
  • Ability to analyze information and use logic to address client issues and problems
  • Ability to coolheaded manage difficult or emotional customer situations
  • Eagerness to quickly achieve a high level of understanding of the software and configuration options, and be able to communicate the value of these features to clients
  • Ability to assist with development and maintenance of help tools for AdvancedMD users (e.g., knowledge base articles)
  • Professional in appearance and attitude
  • Ability to conduct training and presentations
  • Ability to work independently and as part of a team
  • Willingness to be available on-call occasionally for after-hours issues

Fluent English is a must