Will serve as a first point of contact for people experiencing a variety of difficulties with their software and hardware
Will maintain exemplary customer service by exercising a professional, friendly, and calm demeanor when communicating with customers using a variety of communication and support technologies
Will assist customers at all levels of technical knowledge with their issues and communicate at their level with appropriate respect
Will document, prioritize, and monitor customer issues to ensure a timely resolution
Will efficiently and effectively work through a series of questions to identify the issue and systematically work through the responses to arrive at a solution
When not able to independently solve an issue, will ensure that the issue is resolved by escalating the issue to a more senior service desk professional as appropriate
Will gain proficient working knowledge of the applications they are responsible for supporting
Will remain up to date with all new upgrades, system enhancements and changes to ensure effective solutions are given to customers
Will remain current with all required continuing education and compliance training mandated by the company and/or by supervisor
Will identify trends in incoming issues and effectively communicate the finds to the next level of support
Will maintain productivity standard as set forth by supervisor at or above 100%
Will display a sense of urgency and drive to complete tasks quickly
Qualifications:
Education & Experience
Associate's/Bachelor's Degree or appropriate level certifications preferred
Some Homecare Homebase or other electronic medical record system experience required
Demonstrate excellent customer service skills
Demonstrate strong logic skills
Demonstrate understanding of current computer, telephonic and mobile technology
Demonstrate excellent verbal and written communication skills
Demonstrate exceptional ability to think quickly and logically when under pressure
Demonstrate strong capability to multitask and prioritize a busy workload
