Technical Support Representative

The Technical Services Representative provides 24/7 technical support to internal teams and external users of specialized healthcare software. This role serves as the first point of contact for technical issues, ensuring timely resolution while delivering a high level of customer service and maintaining accurate documentation., * Provide technical support via phone, email, web, and other communication channels.

• Respond to customer inquiries by troubleshooting software, hardware, and connectivity issues.
• Follow established support procedures for call handling, issue documentation, and follow-up.
• Record customer interactions, troubleshooting steps, and resolutions in the company’s ticketing or customer relationship management (CRM) system.
• Resolve technical and non-technical issues using product knowledge, analytical skills, and available support resources.
• Escalate complex issues to higher-level technical teams when necessary.
• Perform remote software installations, upgrades, updates, and maintenance activities.
• Complete required documentation related to software changes, service requests, and support activities.
• Stay current on product updates, new features, and technical knowledge through ongoing training.
• Participate in rotating on-call support for evenings, weekends, and holidays.
• Meet individual and team performance goals, including response times and customer satisfaction metrics.

General Responsibilities

• Maintain professional relationships with customers, coworkers, and business partners.
• Communicate clearly and effectively, both verbally and in writing.
• Manage multiple priorities while meeting deadlines.
• Demonstrate strong problem-solving and organizational skills.
• Protect confidential business and patient information in accordance with privacy regulations.
• Perform additional duties as assigned.

Knowledge of one or more of the following is preferred:

• Windows Server and Windows operating systems
• Microsoft SQL Server and SQL queries
• Virtualization technologies (such as Citrix)
• Networking, Active Directory, and network troubleshooting
• Microsoft Office Suite and Visio
• Remote support and administration tools, * Associate’s degree in Information Technology, Computer Science, or a related technical field, or
• At least two years of experience providing technical support to end users in a remote or onsite environment., * Experience supporting healthcare applications or working in a healthcare environment.
• Experience working in a regulated industry.
• Technical certifications, such as Microsoft certifications, are a plus.

Professional Skills

• Excellent customer service and communication skills.
• Strong troubleshooting and analytical abilities.
• Ability to work independently and as part of a collaborative team.
• Strong time management and multitasking skills.
• Ability to adapt to changing priorities in a fast-paced environment.

Physical Requirements

• Primarily desk-based work using computers and office equipment.
• Occasionally lift and move equipment or office supplies weighing up to 20 pounds.
• Ability to manage multiple tasks, meet deadlines, and work effectively under pressure.

• Standard business hours with flexibility to work evenings, weekends, or holidays as part of an on-call rotation.
• Occasional travel may be required.