Your Daily Mission

As a Technical Support Specialist at SES, you are a critical member of our Support team and report to the Director, Customer Support and Enrollment. The role is responsible for deliver first class technical customer support as part of an innovative and forward-thinking company in the health informatics market. The Technical Support Specialist serves customers by responding to support requests related to SES products and services. As a customer-focused team player, the Technical Support Specialist must possess a proven ability to take ownership of the customer experience, have exceptional attention to detail, and demonstrate strong critical thinking and problem-solving skills. Overall, the Technical Support Specialist must have the willingness to go the extra mile to ensure an excellent customer support.

Who You Are

• Experience in a customer support environment
• It is recommended that you have two years’ experience of providing customer and operations support in a technical environment
• Technical background in a healthcare environment (preferred but not required)
• Experience with Salesforce CRM a plus
• Bachelor’s degree in business, marketing, technology, or related field preferred

• Software management, testing, ticketing, and interfacing with software developers/operations
• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail

• Electronic Medical Record workflow knowledge a plus

The Reality of the Role

• Resolving and classifying technical issues in a timely manner, answer inquiries, and provide effective resolutions to close out issues
• Managing customer tickets and reporting through online customer relationship management application
• Maintaining customer records by updating account information
• Creating documentation
• Participating in interoperability testing.
• Work closely with internal stakeholders and be the primary point of contact for customers
• Conduct welcome calls with new customers and provide telephone and web-based training and support to ensure retention, satisfaction and that consumers get the most from SES services
• Recommend potential products or services to management by collecting customer information and analyzing customer and market needs
• Prepare product or service reports by collecting and analyzing customer information
• Implement process improvements to promote operational success
• Contribute to team efforts by accomplishing related results as needed