The Technical Support Specialist ensures resolution of all customer issues and requests, focusing on escalation process and adherence, shortening time to resolution, keeping the customer informed of the status of all items in progress and increasing customer/patient satisfaction with our services and devices. This role is also responsible for understanding and recommending improvements to device and software reliability in the field. The Technical Support Specialist will also function as a Subject Matter Expert on all AMC Health Commercial Patient Services and Customer relations processes and procedures. The Technical Support specialist may also provide desktop set up and support to AMC employees. The Technical Support Specialist provides superior customer service to advance the partnership between AMC and customers to improve patient outcomes. Good documentation, organization, follow up and efficient work will be essential for success.
Essential Job Functions:
Perform all work in accordance with the Business requirements, department procedures and work instructions
Accept inbound calls and disposition appropriately, determining service and troubleshooting requirements by working with patients and customers
Escalate unresolved patient or care coordinator issues to management team, as appropriate.
Support escalated issues through completion
Utilize ticket management/CRM systems (CareConsole, Jira, Salesforce) to record, track and document the help desk problem solving process for each Service request
Keep customers informed of the status of any items not resolved at first touch, through periodic updates and, in some cases, regular meetings
Document accurately and comprehensively based on the standards of practice and current organization policies
Ensure that the Sales team demo kits are up to date, complete and working appropriately
Assist in the setup of customer-specific demos
Provide desktop set up and support to all AMC employees and new hires
Design, develop and deliver process training based on best practices
Home office that is conducive to a productive work day; must be private, quiet and secure; free of distractions
Internet access must meet minimum requirements