The Customer Support Associate II is responsible for 1st tier customer support and 2nd tier technical support for the existing medSage customer base. This includes responding to direct customer requests from inception through closure, implementing process improvements to ensure customer satisfaction and assisting in application deployment and testing.
The Tier II Associate will act as subject matter expert for all applications and will develop, maintain and implement all customer support policies and procedures. Furthermore, they will build and maintain a knowledge database of solutions to ensure transparent support.
The Tier II Associate will lead problem solving and process improvement teams and will act as the product expert for Defect Management and resolution as well as develop and manage the enhancement escalation and tracking process.
The Tier II Associate will be responsible for application QA testing as required.
The Tier II Associate will establish weekly Tier II reviews – Defects, Engineering issues, Key project status, customer status reports. Product support trends, etc.
The Tier II Associate is responsible for ensuring customer satisfaction and for providing coaching and mentoring for all future Tier 1 team members as it relates to product knowledge and process adherence.
The Tier II Associate will work to identify Tier 1 training needs and deficiencies and own appropriate training documentation for all products, develop audits and other performance monitoring systems and track and report scores to Customer Care Leadership.
Duties & Responsibilities
- Provide Tier I customer support functions.
- Field daily customer requests for assistance
- Issue/enhancement/training request documentation, recreation, escalation and resolution as required
- Customer follow up to closure
- Provide Tier II (technical) customer support functions.
- Application Ownership
- Defect Management and Resolution
- Tier 1 Training and performance management
- Document Ownership
- Application configuration verification
- Provide application deployment support
- Editing survey sound files and file naming
- QA testing of application functionality against customer documentation set
- Manage in internal process documentation creation and verification.
- Other duties and special products as required
Education
- Bachelor’s degree or equivalent experience.
Business Experience & Specialized Knowledge/Skills
- Prior customer support experience with web based applications required.
- Experience working directly with customers.
- Proven problem solving and follow up skills.
- Experience in software testing desired.
- Practical experience with Microsoft Office products.
- Technical writing, system documentation, document-management skills.
- Demonstrated self-starter, interpersonal skills, creative problem solving skills.
- Knowledge with HME/DME billing systems a plus.
- The ability to work in a team environment.
- Attention to detail and quality required.
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