Technical & Application Support Specialist Tier 1

Technical & Application Support Specialist –Tier 1 Job Description

Classification:           Non-Exempt

Position Type:           Full-Time

Report to:                   Director of Application Support

Location:                    Hoover, AL

Date:                           07/18/2017

The Technical & Application Support Specialist (Tier 1) will accept the responsibility and accountability for responding to all customer issues to resolution, using customer service skills to gather information, diagnose issue and offer solutions/education as applicable. Tier 1 will measure success of solutions and adjusts approach if issue is not resolved. Tier 1 will utilize resources available (Tier 2, Tier 3) to escalate issues as necessary while maintaining a high individual close rate with first-time resolution. 

Main Duties and Tasks:

• Displays strong customer service orientation in all customer communication, using professional, courteous, and tactful communication and problem-solving skills driving high post-inquiry customer satisfaction.
• Displays solid troubleshooting skills to close basic to intermediate software issues.
• Uses resources provided during initial and ongoing training/support to build individual knowledge base resulting in higher close rate over time. 
• Uses time management and transitional skills techniques to ensure high productivity, meeting assigned goal for daily calls received on a consistent basis. 
• Uses applicable systems (trouble ticket software) to enter and track incoming issues to resolution.
• Ensures data integrity of systems is in alignment with departmental standards. 

Requirements:

• BA/BS Degree or Post-Secondary Training/Certification in Computer Science, Healthcare, Business or related field preferred.
• Software application troubleshooting experience.
• Familiarity with Windows operating systems, connectivity tools and Citrix
• Knowledge of medical terminology and/or billing is beneficial.
• As least 1 year of customer service and/or technical support experience in a customer call center or help desk environment.
• Function as a high performing team member, using open communication, professionalism and acceptance of individual accountability to drive trust across members of team.
• Strong problem solving skills.
• Efficiencies in multitasking. Examples: Conducting and troubleshooting multiple on-line chats with customers; answer a call while finishing a ticket from the previous call.
• Solid communication skills both verbally and written.
• Flexibility to work shifts between 6am and 6pm CT Monday-Friday.
• Empathy for other’s experiences.
• Innovation and initiative to improve the customers’ experiences.
• Ability to work as a contributing team member.

 Work Environment

• This job operates in a professional office environment.
• This role routinely uses standard office equipment.

Physical Demands

• Regularly required to talk or hear.
• Required to stand and sit; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel

• Primarily local during the business day

AAP/EEO Statement
Casamba, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.