Overview

Customer Support Specialist Full Time Role Location: Minneapolis, MN
Job Purpose:
The Technical Support Specialist I will respond to inbound customer requests (phone, email, chat) to provide technical
assistance on ABILITY Network’s supported products. This position will provide support for application software, operating
systems and integrated 3rd party products to customers and vendors. Manages progress toward resolution and documents
customer communication throughout the “life-cycle” of a reported issue.

Job Description

  • Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication;
  • Demonstrate proficiency with all internal tools
  • Contact and interface for customers regarding support, troubleshooting and problem resolution
  • Resolve technical support issues for ABILITY supported products within identified timeframes with a focus on first call resolution
  • Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process
  • Document all activities with customers in CRM per defined process and procedures,
  • Resolve open cases within specified guidelines
  • Elevate issues following escalation procedure timely and as appropriate
  • Maintain compliance with client ‘s policies, procedures and mission statement;
  • Adhere to all confidentiality and HIPAA requirements as outlined within client’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
  • Fulfill those responsibilities and/or duties that may be reasonably provided by client for the purpose of achieving operational and financial success of the Company;
  • Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function;


Minimum Qualifications

  • High School Diploma, General Education Degree ( GED ) or equivalent
  • Minimum 1 year customer service experience
  • Experience multi-tasking in a fast paced, detail-oriented environment
  • Experience working independently
  • Experience working with cross-functional teams

Preferred Qualifications

  • College degree
  • Experience in a call center environment, Healthcare IT industry with high volume of transactions.
  • Software Technical Support experience
  • Healthcare EDI Knowledge ( ANSI 835, 837, 270/271 ).
  • Knowledge working with Problem Management, Records Management ticketing system
  • Experience using CRM Software
  • Experience with MS Office Products
  • Experience handling confidential information

– provided by DiceTracking

To Apply: https://www.jobg8.com/Traffic.aspx?yrDKNTi7K1wcnrTHc4G3rQw