Product Support Specialist

Description

Purpose: The Product Support Specialist will serve as a product expert while assisting team members and customers with technical or software support requests.

Essential Duties and Responsibilities:

Main point of contact for technical support for both team members and customers.

Responsible for the end-to-end management of support que, ensuring cases are worked, escalated, and resolved in a timely manner.

Maintain excellent working knowledge of Providerflow solutions.

Answer, triage and assist with incoming support calls.

Identify and escalate situations requiring urgent attention.

Follow up with customers to confirm issues are resolved.

Document case related communication, activities, and solutions thoroughly and accurately.

Train and advise users on proper workflows/actions for resolution.

Install, make changes, and repair computer hardware and software

Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.

Qualification Requirements –

To perform the job successfully, an individual should demonstrate the following:

Must be at least 18 years of age.

Able to read, write and speak English.

Able to maintain confidential information.

· Successfully pass and maintain acceptable background checks and security clearances.

· Excellent verbal and written communications skills.

· Ability to provide excellent customer service.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)