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Help Desk Support

Company: Collabera
Location: Saint Louis
Posted on: May 28, 2023

Job Description:

Primary Responsibilities:

  • Work directly with our healthcare clients, ISV partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner.
  • Escalate technical issues as necessary to our Engineering, Product Management, and Support Services senior leaders to ensure a world class support experience regardless of the complexity of the issue.
  • Master AxiaMed's product capabilities and serve as a subject matter expert for our clients and partners.
  • Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of device problems (both network and terminal application related) and software issues.
  • Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.
  • Consistently provide excellent customer service to ensure that our clients feel valued.
  • -As appropriate, troubleshoot in-house devices returned by clients.
  • Carry out projects as assigned.

    Required Experience & Qualifications:

    • 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
    • Prior experience providing remote technical support and services.
    • Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
    • Fanatical commitment to customer success and knowledge of customer service principles and practices.
    • Solid analytical skills and a demonstrated motivation to solve tough technical problems.
    • Strong technical aptitude with a desire for continuous learning and improvement.
    • Experience with troubleshooting wired and wireless devices on a local area network.
    • Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

      There is available for relocation.

Keywords: Collabera, St. Louis , Help Desk Support, Other , Saint Louis, Missouri

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