We’re an award-winning global outsourcer providing contact center and back office services. As Technical Support Specialist, your role is integral in keeping our customers happy and contributing to the success of our organization. Solutionreach is focused on delivering technology and expertise to deliver better care and build a more profitable practice. We show practices how to improve the patient experience and connect with patients in the way they want to connect.

A SNAPSHOT OF YOUR ROLE

  • Addressing issues escalated by SR Customers

  • Troubleshoot/support SR sync servers.

  • Check and verify co-workers technical support engineer escalations and escalating to TSE’s as needed

  • Writing/maintaining Knowledge Base and Confluence articles

  • Perform sync approvals and username changes

  • Advanced troubleshooting - Able to effectively and correctly resolve escalated issues

  • Self Managed/Motivated - Able to stay on task and manage time/tasks on their own

  • Critical Metrics:

  • Key Stakeholders:

A BIT ABOUT YOU

  • Have experience in the field of technology

  • Professional experience in a call center environment

  • Demonstrate strong written and verbal communication skills in English

  • Be proficient and experienced in Windows workstation and server environments

  • Have familiarity with small area networking practices and security protocols

  • Familiarity with one or more database type

  • Has the ability to troubleshoot, test, report, document, install, and train on software

  • Be tech-savvy with an understanding of how medical practice needs can be better supported through technology

  • Places high value on customer success, working with both internal and external customers

  • Prior experience in the SaaS industry is a plus

  • Prior consultant experience in assisting customers to utilize software effectively

  • Knowledge of Mac OS workstation and server environments

  • Command prompt and terminal command knowledge

  • Have other related medical software and/or technology experience

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