Application Support Specialist (Technical Support Help Desk)

 FOR IMMEDIATE CONSIDERATION, PLEASE APPLY ONLINE AT: http://tbe.taleo.net/NA3/ats/careers/requisition.jsp?org=SOURCEMED&cws=1&rid=147.

 







Recently ranked by Healthcare Informatics as one of the Top 100 Healthcare IT companies, Source Medical is the world's leading provider of outpatient information solutions with solutions used in more than 3,200 healthcare facilities nationwide.





Our solutions enable healthcare providers to quickly and easily collect information about their patients using the latest computer technologies, dramatically reducing paperwork and errors associated with more traditional methods of medical documentation. Our solutions assist throughout every step of the patient care process, from scheduling appointments to clinical documentation to billing and collection. This unique "end-to-end" process is proven to reduce healthcare costs, improve information accuracy, and increase clinical efficiency.





Source Medical is currently seeking an Application Support Specialist (Technical Support Help Desk) for its corporate headquarters in Birmingham, AL. 

 

Summary of Position:

As an Application Support Specialist, you will be a key member of the Source Medical technical support team with the key responsibility of responding to product application and technical support questions from customers using Source Medical software designed for specific segments of the medical industry. In this Tier One role, you will focus on taking incoming calls from Source Medical clients to provide technical, functional and education support to end users with the goal of diagnosing, troubleshooting and resolving basic to intermediate software issues.

As an individual contributor in this role, keys to your success include displaying a superior customer service orientation in every interaction with end users, strong analytical and problem solving skills resulting in first-time resolution and excellent organizational skills with the ability to manage multiple tasks and priorities during peak volume times.



Essential Duties & Responsibilities:

1. Accepts responsibility/accountability for responding to all customer issues to resolution, using customer service skills to gather information, diagnose issue and offer solutions/education as applicable. Measures success of solutions and adjusts approach if issue is not resolved. Uses resources available (Tier 2, Tier 3) to escalate issues as necessary while maintaining a high individual close rate with first-time resolution.

2. 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.

3. 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.

4. Uses time management and transitional skills techniques to ensure high productivity, meeting assigned goal for daily calls received on a consistent basis.

5. 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.

6. Functions as a high performing team member, using open communication, professionalism and acceptance of individual accountability to drive trust across members of team.

7. Other duties as assigned by supervisor.


Education/Qualifications:

--BA/BS Degree or Post-Secondary Training/Certification in Computer Science, Healthcare, Business or related field

--3-5 years Customer Service/Tech Support experience in Call Center environment (will substitute experience in medical fields related to Source Medical products)

--Superior customer service orientation

--Experience with Software Application Troubleshooting and Microsoft Office products.
--Familiarity with Operating Systems, Hardware Networks and Connectivity Tools (RAS, PCA, VPN, T Services)

--Strong analytical and problem solving skills and attention to reporting accuracy

--Effective interpersonal skills (written and oral) and the ability to communicate effectively with a variety of staff levels

--Excellent organization skills, and ability to manage multiple projects and competing tasks/priorities




Travel Requirements:

 

--Limited travel is required.

 

Source Medical offers competitive compensation, a comprehensive benefits package and an opportunity for growth in an emerging company. For immediate consideration, please apply online at:  http://tbe.taleo.net/NA3/ats/careers/requisition.jsp?org=SOURCEMED&cws=1&rid=147.