You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Shared by 
1 day ago
Requirements and responsibilities
Work schedule: Monday Friday 8:00am 5:00pm PSTWe are looking for a highly competent Technical Support Representative to be a critical part of our Technology Team and join our mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, with excellent customer service instincts.If you're energized by providing exceptional customer service and able to walk the talk that excellent service is vital to our success, this is the opportunity for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates an energized environment and awesome coworkers, we would love to talk to you!General SummaryThe Technical Support Representative will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving connectivity and latency problems, application updates, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus, and troubleshooting other related issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.Essential Duties And ResponsibilitiesDeliver service and support to end-users using and operating PSMs VOIP phone software, via remote connection or over the Internet.Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.Gather customer information and determine the issue by evaluating and analyzing the symptoms.Diagnose and resolve technical issues involving internet connectivity, latency, remote desktop and more.Research required information using available resources.Follow standard PSM processes and procedures.Identify and escalate priority issues per customer specifications.Redirect problems to the appropriate resources.Accurately process and record call transactions using PSMs Connectwise Help Desk ticketing tracking software.Offer alternative solutions where appropriate with the objective of retaining customers and clients business.Organize ideas and communicate oral messages appropriate to listeners and situations.Follow-up and make scheduled callbacks to customers where necessary.Stay current with system information, changes, and updatesPerform regular, proactive service implementing best practices and standardsEnsure security and privacy of networks and computer systemsProvide orientation and guidance to users on how to operate new software and computer equipmentImprove customer service, perception, and satisfactionEscalate service issues that cannot be completed within agreed-upon service levels agreementsDocument internal processes and procedures related to duties and responsibilitiesKnowledge, Skills, And/or Abilities RequiredMinimum of High School or GED or 3 years of equivalent technical-related work experienceProven experience as IT Technician or related positionOutstanding organizational and time-management skillsAbility to read, analyze, and interpret product documentation and technical proceduresExceptional communication skillsExcellent troubleshooting skillsAbility to adapt to changes quicklyThe ability to prioritize tasks/projects is a must for this positionSelf-motivated with the ability to work in a fast-moving environmentThe willingness to generate and maintain clear technical documentation and recordsThe capacity to learn existing and emerging technologiesThe ability to provide technical support and problem resolution for unfamiliar software and hardwareFamiliarity with ticketing systems or automation toolsAbility to pass a background checkPreferred ExperienceHealthcare IT experienceArsenault, Inc. is a Managed Service Provider that navigates businesses through technology challenges to help our clients reach full IT Maturity. We help ensure our client's systems are cost-effective, secure, and robust enough to give them a competitive edge.If you're energized by providing exceptional customer service and able to walk the talk that excellent service is vital to success, this is the company for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates a relaxed environment and awesome coworkers, we would love to talk to you!
Optionally, you can add more information later (benefits, pre-screening questions, etc.)