Customer Support Technician

Details: Join us during this exciting time! Not only are we leading the way in creating innovative solutions for physicians and medical professionals everywhere, but we are also beginning a new chapter in the company’s history as we rebrand from Sage Healthcare to Vitera Healthcare Solutions.Vitera Healthcare Solutions provides end-to-end clinical and financial technology solutions that enable physicians and medical professionals to focus on patients instead of paperwork. Serving more than 400,000 healthcare professionals including 80,000 physicians, Vitera Healthcare Solutions provides electronic health records and practice management systems and processes 32 million transactions and 1.6 million e-prescriptions monthly.This position is located in our Tampa, FL office. The Associate Diagnostic Solutions Specialist position provides quality, professional healthcare software support that results in a high degree of client satisfaction. This includes assessing, documenting and resolving basic client issues within an inbound contact center. Proactively contact assigned clients to develop professional partnerships. Duties & Responsibilities  Deliver world class customer experiences with each interaction. Proactively facilitates relationship management with assigned clients to address service needs Troubleshoot callers’ requests/problems and accurately record them. Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting and installation problems and questions; PC configuration and network configuration; OS and browser related issues. Escalate top priority, production-critical issues to the appropriate technical staff. Streamline and improve current procedures and assist in documentation and training. Ability to adjust schedule to provide extra phone coverage as needed. Global Incident Routing. This includes validation, processing, triage, routing decision points and assignment. Meet individual productivity goals set by management.

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