Technical Product Support Specialist
Company: CommuniCare Health Services Corporate
Location: Indianapolis
Posted on: May 28, 2023
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Job Description:
CommuniCare Health Services Corporate - Technical Product
Support Specialist
WHO ARE WE? Never Alone. Where high-touch personal care and
innovative technology intersect to create an integrated ecosystem
of resources and support for a multitude of continued care needs
and historical health inequities.
A powerful, yet scalable solution, Never Alone increases
connectivity and medical efficiencies, while simultaneously
creating greater access to care for those who have chronic health
conditions, or have historically been underserved due to
geography.
Job Summary: Reporting to Product Support Manager, the Product
Support Specialist will be trained as the product champion on our
proprietary SaaS platform and tasked with the front line support
services within the Never Alone ecosystem within a distinct
geographic region of the US. This role will provide support for the
full customer life cycle experience. This includes rollout and
implementation execution, proactive monitoring of technical issues
and resolution documentation, as well as providing regular feedback
to Product Teams for product roadmap considerations.
We are looking to fill two Technical Product Support Specialist
positions. One must be based in Indianapolis, IN, and the other can
be based either in Indianapolis, IN or Cincinnati, OH.
Duties/Responsibilities:
Serve as the first line of contact within a cross-functional team
for customers and end users within a geographical region.
Communicate clearly and effectively with end users, colleagues, and
management to quickly resolve issues and ensure customer
satisfaction.
Working in tandem with the Product Support Manager, provide daily
support to users of mobile and desktop systems including empathetic
listening, answering questions, analyzing problems, and ensuring
customers' systems are always running.
Actively participate in new customer onboarding and
implementation.
Train and re-train users to increase best practices and adoption of
Never Alone mobile and desktop platforms.
Assist in version control and updating of training and support
manuals.
Partner with the 24/7 Never Alone Customer Service Team to ensure
customer success.
Create and implement support processes and procedures in
collaboration with product and service desk.
Log daily support interactions with customers, end users,
installation activities, reported technical issues, and completed
solutions along with any further actions required.
Participates in testing new functionality and/or software
upgrades.
Handles protected health information (PHI) in a manner consistent
with the Health Insurance Portability and Accountability Act
(HIPAA).
Performs other duties as assigned.
Qualifications:
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Bachelors Degree (preferred) in related field or equivalent
experience
Strong communication skills and ability to maintain professionalism
in all circumstances
Quickly identify problems, form solutions, and execute step-by-step
troubleshooting procedures
Working knowledge of PC and Mac operating systems and Microsoft
Office Applications
Technical Support experience preferred
Demonstrated problem solving ability that drives operational
excellence
Some regional travel required
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Keywords: CommuniCare Health Services Corporate, Indianapolis , Technical Product Support Specialist, IT / Software / Systems , Indianapolis, Indiana
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