Custom Health

Compensation

Full Description

Description We are looking for an energetic Client Service Representative II to join our growing team! The ideal candidate will have a strong customer service background, a strong desire to learn Custom Health's portfolio of products, and have an ability to investigate, understand, and explain technical aspects of software to technical and non-technical individuals. Job Duties • Handle basic software, hardware, and product functionality support issues via e-mail and phone. • Provide exceptional support by listening, understanding the issue, and problem-solving with customers. • Participates in the After-Hours on call rotation. • Investigate and answer basic questions, applying knowledge of applications and system requirements. • Be knowledgeable on our departmental SLA’s, escalation, and service processes. • Handles escalated issues from the CSR 1 support tier and triage escalated technical and software issues to the CSA 3 support tier. • Determine whether problem is caused by a software defect or improper workstation system requirements. • May provide alternate approaches to existing software and hardware when standardized approaches cannot be applied. • Maintain good product knowledge and stay on top of all new future releases. • Query client data bases and decipher error logs. • Liaise with applicable partners and third-party companies to troubleshoot and resolve basic functionality and performance issues between integrated products. • Perform standard troubleshooting and reference knowledge base articles to resolve client issues. • May specialize by type of software, computer language, or computer operating system. • Ad hoc departmental reporting and performs other duties as assigned. Requirements • Post-Secondary Degree or Diploma or an acceptable combination of education and relevant experience required. • Strong evidence of time management skills required, including ability to prioritize many competing projects on a tight deadline. • Genuinely committed to delivering best in class customer/ technical support. • Able to effectively communicate both verbally and in writing in English. • Able to quickly analyze issues and determine best course of action using available resources. • Able to effectively communicate both verbally and in writing. • Ability to explain technical concepts and theories to non-technical audiences. • This position is full-time, 40 hours per week.