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