Position Summary:

The Help Desk/Software Support Specialist plays a pivotal role in maintaining strong client relationships through prompt and effective product and service support. Utilizing a combination of knowledge bases and proprietary troubleshooting techniques, this role resolves client inquiries and issues in a courteous and efficient manner. The Specialist ensures client satisfaction while adhering to company policies and procedures.

Job Details:

Hybrid Setup | Work from home but flexible to be in the office when scheduled
Monday to Friday | 11:30 PM to 8:30 AM Manila Time

Responsibilities:

Provide technical support to clients via email, phone, online live support, or other designated channels.
Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume.
Quickly diagnose critical and complex issues, escalating as necessary.
Participate in the Learning Lab at the annual user group meeting.
Formulate ideas to enhance Knowledge Base content.
Complete computer checkouts for issues related to computer performance.
Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps.
Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members.
Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines.
Document detailed records of customer interactions, accounts, and file documents through the online ticketing system.
Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed.
Submit time-off requests in a timely manner, obtaining prior approval from Management.
Adhere to all rules and regulations outlined in the Employee Handbook.

Qualifications:

Proficient in reading, writing, comprehension, and effective presentation skills.
Applies common sense, follows instructions, and demonstrates basic math skills, understanding financial reports.
Punctual, reliable, exercises judgment, applies feedback, monitors performance, maintains professionalism under pressure, and sets/achieves goals effectively.
Strong understanding of products/services, synthesizes complex information, identifies timely solutions, is proficient in gathering, and analyzing information, and communicates effectively in both "Techie" and "End User" languages.
Provides prompt, attentive customer response, incorporates feedback for service improvement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively participates in meetings, appropriately escalating challenges.