Customer Support Specialist
About Streamline Healthcare Solutions
Here at Streamline, we strive on building lasting and trusting relationships with our clients, and our employees set the bar.
Streamline’s mission is to build innovative technology solutions that empower people who improve behavioral health and quality of life of those in need. We are a high growth technology company that delivers web-based software for healthcare organizations to provide and coordinate all service delivery processes. Streamline has been offering software in the behavioral health marketplace since 2003. Streamline has built and maintains systems for some of the nation’s premier behavioral health organizations using the latest web-based technology.
Streamline offers competitive compensation and benefits packages as well as a challenging, yet flexible, work environment that is conducive to collaboration and productivity. A career with Streamline Healthcare Solutions provides opportunities for growth and continued learning in a workplace where individual contribution is valued and recognized. Join us, and advance your career today with a company that is on the cutting edge of the behavioral healthcare technology industry.
Summary of the Customer Support Specialist
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust.
Job Functions of the Customer Support Specialist
- Converses with customers to obtain information, identify problem, and provide technical assistance.
- Answers customer's technical or scientific questions regarding products or services and operation or maintenance.
- Coordinates customer service needs with other departments to ensure customer service.
- Properly escalate unresolved issues to next level of support.
- Document calls and issues in the Streamline ticketing system.
- Meet with customer representatives regarding their issues
- Frequent communication and meetings with other team members including project managers, developers, testers and other internal staff.
- Identify customer needs and help customers use specific features
- Troubleshoot, analyze and report product defects
- Follow up with customers to ensure their technical issues are resolved
- Share feature requests and effective workarounds with team members
- Update our internal databases with information about technical issues and useful discussions with customers
Requirements of the Customer Support Specialist
- Bachelor's degree or higher in Computer Information Systems, Computer Science, Health Informatics, or Business, plus 1-3 years of comparable work experience. Other related fields may be considered in conjunction with comparable work experience.
- Ability to work flexible hours when needed for coverage
- Experience with Electronic Health Records preferred.
- Understanding of CRM Systems
- Knowledge of common call center processes and procedures
- Excellent interpersonal skills and effective written and oral communication skills.
- Strong analytical skills, problem solving abilities and sharp attention to detail.
- Sense of urgency and ability to prioritize work and daily tasks.
- Outstanding work ethic, drive, motivation and commitment to quality results.