Technical Support Specialist

Technical Support Specialists provide timely and professional application and end-user support to Echo customers via telephone and remote connectivity. As the primary contact between the company and users of the software, they serve a critical role by interfacing with the customer base. This includes sharing customer comments, suggestions and concerns with other departments in the organization, with a goal toward complete customer satisfaction in all areas of service. The nature of the work in Customer and Technical Support demands cross-functional cooperation between various departments within Echo, and as such, requires all employees to work cooperatively and with a positive, teamwork attitude at all times.

  • Review, triage and document all new issues/inquiries
  • Handle problems resolved in fifteen minutes or less
  • Escalate more difficult problems to Tier 2 support
  • Document all activity via CRM
  • Coordinate customer access to p2p365, sFTP, etc.
  • Create Knowledge Base submissions
  • Monitor p2p365 and log potential cases
  • Develop and demonstrate single product familiarity (navigation, setup, etc.)
  • Understand and practice all HIPAA policy and procedures
  • Document and submit product enhancement requests
  • Assist with QA and release testing processes as assigned by Support Manager
  • Direct non-SMA inquiries to appropriate departments (consultation request, custom work, training, etc.)
  • Consistently meet department targets for customer satisfaction, case closure and case engaging.

Bachelor’s Degree or comparable experience. Previous experience in technical support, HelpDesk environment and/or customer service. Previous experience with accounting, medical billing, behavioral health care, meaningful use, crystal reports and/or SSRS, and lab order and/or prescription handling a plus, but not required.

Position: Technical Support Specialist

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Employment Type
Full time
Date posted
January 10, 2019
Job Location
15 Washington Street, 03818, Conway, NH, USA
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