Customer Support Specialist

As a Technical Support Specialist you will be tasked with providing a superior customer experience to our data system users to help maintain RDE’s reputation as the RW data system with the best technical support in the country.

Technical Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator with a positive, can-do attitude.

Responsibilities

• Respond to customer queries timely and accurately via phone or email
• Identify user needs and help them navigate specific system features
• Ask thoughtful follow-up questions
• Maintain patient confidentiality/HIPAA compliance at all times
• Update our internal issue tracker with information about technical issues
• Follow up with internal team members to ensure issues are resolved within standard timeframes
• Follow up with customers to ensure their technical issues are resolved to their satisfaction
• Gather customer feedback and share with internal teams (Support, Dev, Marketing)
• Monitor customer complaints and reach out to provide assistance
• Inform management about useful discussions with customers

You Should Be

• Optimistic and eager to help others
• Accountable and a good communicator
• Someone who embraces learning and your own personal growth
• Someone who enjoys having flexibility when it comes to your role and tasks

You Should Have

• Experience in a Customer Service or Technical Support role
• Cooperative attitude and ability to work independently and collaboratively
• Excellent listening, critical thinking, and problem-solving skills
• Ability to perform general computer tasks (eg, clearing browser passwords, finding a downloaded file, resetting a password using 2FA)
• Excel proficiency – basic formulas, validations, counts, and highlight cells rules
• Experience handling sensitive information (HIPAA or other federal compliance)
• Familiarity with Jira
• Experience conducting cold calls for feedback

Job Type: Full-time

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Education:

• Bachelor's (Required)

Experience:

• Customer support: 2 years (Preferred)
• Windows: 2 years (Preferred)
• iOS: 2 years (Preferred)

Work Location: Hybrid remote in Little Falls, NJ 07424