Salary Job Openings

Software Implementation, Training and Support Specialist I (FT)

Complete Healthcare Solutions, Inc.
Palmer, MA Full Time
POSTED ON 4/6/2024
As a member of the service delivery team, the Software Implementation, Training and Support Specialist will be responsible for being the first point of contact for clients. The specialist guides, assists, coordinates and follows-up with clients in need of assistance with implementation, support and maintenance of all related systems and applications of the company product solutions. Support Specialist are expected to work with end users to diagnose and resolve help desk tickets in a thorough and efficient manner, utilizing internally produced knowledge articles, the internet or seeking advice from peers to help resolve issues. They will escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes. Specialists are expected to resolve 70% or more of incidents at first point of contact, achieve performance goals and increased productivity milestones.

Duties include but not limited to:
  • Provide excellent help desk support for issues involving company product solutions, applications, and operating systems.
  • Prioritize and manage multiple cases at one time.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Ensure that the company’s software products are being effectively implemented and utilized by our clients.
  • Provide training and support to end-user and interdepartmental staff.
  • Report on issues and trends encountered with clients.
  • Utilize and provide instructional material related to current technology as a guideline to assist client education and training.
  • Analyze user requirements, procedures, and problems to improve existing systems and review system capabilities.
  • Ensure utilization of company-based information.
  • Work well in a team environment when troubleshooting and resolving issues 

Required Education/Experience:
  • High School Diploma and/or Associates Degree in related field or combination of education and experience
  • Excellent oral and written communication skills
  • 2 years Customer service/Help desk experience
  • Ability to multi-task and adapt to changes quickly
  • Ability to work independently
  • Preferred: One to two years of medical provider technology experience

Salary.com Estimation for Software Implementation, Training and Support Specialist I (FT) in Palmer, MA
$28,056 to $34,212
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