As a member of our Customer Support team, you’ll use your exceptional communication and organizational skills to respond to technical support questions by phone or online. provide a vital lifeline to staff members of dermatology practices – from physicians to managers and support staff.
Responsibilities:
- Help dermatology physicians, managers and office staff operate the eDerm dermatology EHR
- Quickly and professionally respond to technical support requests that come in via phone and ticketing system
- Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
- Be proactive in providing immediate and long-term solutions to issues
- Provide detailed documentation of all implementations, changes and solutions resulting from application support activities
- Participate in daily support and on-call 24/7 rotation
- Must be available to work a schedule within a Monday through Friday, 8 a.m. to 8 p.m. timeframe
Qualifications:
- Knowledge of operating systems, hardware, and software
- A minimum of 3 years of experience working on an IT service desk/help desk team
- A minimum of 2 years of experience providing technical support directly to users, preferably medical practices
Desired Skills:
- Demonstrated success working in a fast-paced and deadline driven environment
- Superior customer service and client interfacing skills
- Able to communicate effectively (written and verbal) and to work collaboratively with all levels of the organization
- Analytical and problem solving skills
- Knowledge of project management methodology
- Good time management skills
- Focused on achieving results and objectives
- Bi-lingual or multi-lingual skills helpful, but not required for employment