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Technical Support Specialist

Company: Medisked
Location: Rochester
Posted on: September 24, 2022

Job Description:

MediSked, LLC is a growing software firm, headquartered in Rochester, NY. MediSked is the leading brand in holistic solutions that improve lives, drive efficiencies, and generate innovations for health and human service organizations that support our community. Because our customers are in the selfless business of making the lives of those they serve as fulfilling as possible, our company is comprised of passionate and proactive people looking to make a difference. We are searching for smart, motivated individuals to join our team that can thrive in a tech business setting but also have a compassionate side that connects to our customers and culture. Job Description:The Support Specialist is primarily responsible for managing and tracking support tickets and solving issues generated from users of MediSked Connect - Agency Management Platform, MediSked Coordinate - Case Management Platform and MediSked Connect Exchange - Multi-Agency Business Intelligence Platform. This work involves frequent interaction with customers via telephone and email to deliver quality solutions in a timely manner and eventually being able to create strong relationships with Premier Customers. This position also includes developing and maintaining support resources made available to customers and other support and training related projects.Responsibilities: Customer Focus: MediSked employees put themselves in the shoes of the customer and the client when evaluating customer requests, demonstrating on a daily basis that we are dedicated experts (both in technology and the I/DD space) committed to the same goals as our customers.Ownership: Regardless of their level in the org chart, MediSked employees take ownership of items that come across their desk, seeing that they are brought to fruitful and effective completion, including working across teams and orgs to ensure that all steps required to bring items to closure are completed. Responsibility doesn't end with a handoff to another person, team or organization.Industry Knowledge: We build and maintain a level of expertise in the I/DD and LTSS space as required to speak credibly to customers and to design and deliver software that meets and exceeds the unique needs of this industry.Teamwork: Even though we have distinct, specialized teams, we work at all levels of the org chart as a one MediSked to complete deliverables and meet customer commitments. We strive for win-win-win resolutions to all difference of opinion between teams.Efficiency: Work across teams - especially when handoffs are required between teams - is done expeditiously and effectively, without dropping the baton. Controls and metrics are in place to catch missed handoffs and measure the efficiency of cross-team collaborationOther duties as assignedPrimary Responsibilities:Receive, investigate, and respond to customer inquiries in a thorough and timely manner.Track open tickets that require follow-up, driving those items to resolution.Document customer interaction within each support ticket.Distinguish between user error, bugs and platform enhancement requests.Decide when to escalate support tickets to another level or organization and ensure that those escalations are completed effectively and efficiently.Develop and maintain support resources and documentation, including knowledge base articles, manual updates, etc.Relay feedback on the product to the Product Strategy & Design team.Test new releases in a testing environment as requested by Test team.Perform assigned electronic billing and remittance functions.Assist in quarterly User Group meetings.Participate in periodic on-call rotation for after-hours emergency support calls.Perform daily audits of operational functions critical to Premier customers.Perform other related duties as assigned.Qualifications:2+ years' experience in customer support / call centers with a proven ability to delight customersExcellent communication skillsStrong analytical skills and attention to detail are requiredPrevious experience with CRM or support softwareSoftware support experience Shift hours start as 8:00 AM - 5:00 PM EasternOccasional travel

Keywords: Medisked, Rochester , Technical Support Specialist, IT / Software / Systems , Rochester, New York

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