Technical Customer Support Specialist - Claris Companion

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Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• 5+ years experience in a technical support or customer service role, focused on healthcare.
• 2+ years experience scripting and analyzing SQL, Bash, Ruby, or Python.
• Strong troubleshooting and problem-solving skills related to Claris Companion.
• Excellent written and verbal communication skills.
• Proficiency in using support ticketing systems and customer relationship management (CRM) software.
• Ability to work independently and in a team-oriented environment.
• Empathetic and patient attitude towards customers.
• Familiarity with Splunk and log analysis is a plus.
• Familiarity with healthcare IT security and privacy is a benefit.
• Familiarity with Android OS, Samsung Knox, and Zendesk is a plus.

Responsibilities:

• Provide timely and efficient technical support to customers via various communication channels.
• Diagnose and troubleshoot technical issues specific to Claris Companion, including software and hardware.
• Develop an in-depth understanding of Claris Companion and related third-party software tools.
• Document customer interactions accurately in support tracking systems.
• Assist customers in using Claris Companion by providing clear instructions.
• Collaborate with internal teams to escalate and resolve complex issues.
• Stay updated on product updates and industry trends.
• Collect and report customer feedback for product improvement.
• Ensure high customer satisfaction by meeting service level agreements.
• Adhere to company policies while maintaining professionalism.
• Participate in quality assurance activities to improve customer support.