Tier 1 - Technical Support Specialist

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Job Title: Tier 1 - Technical Support Specialist

Job Overview

We are hiring a Technical Support Specialist, Level 1 to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions. Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.

Key Responsibilities

• Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
• Work with customers to gather information, request pertinent details, and assess issues.
• Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.
• Utilize available documentation to understand and support client software applications.
• Accurately record case details, troubleshooting steps, and resolutions in the case management system.
• Follow up with customers to ensure issue resolution and satisfaction.
  
  

Requirements: Education & Experience:

Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the role effectively.

• Minimum of 1 year of Software/IT Support experience in a customer-facing role.
• Proficiency in Microsoft Office Suite.
• Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to provide quick and accurate updates and solutions to customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Self-motivated and able to work both independently and collaboratively.
• Passion for improving troubleshooting documentation and support processes.
  
  

Work Schedule & Location:

• Must be based in the Philippines.
• Onsite work required
• May require shifting schedules, including weekends or holidays, depending on customer needs.
  
  

Join the A-Team and experience the A-Life!