Client Support Engineer (Tier 1)

Location: Bethesda, MD
Date Posted: 04-09-2018
Our client is on a mission to help people take an active role in their health journey.
Our team of more than 260 employees across the U.S. thrives on inspiration and strives
to make a difference for patients and families. If you are a relationship building closer,
experienced at working within the highest levels of health care systems, and passionate
about working in a high-growth, dynamic and innovative environment that is changing an
industry, we want to speak with you.

Opportunity :)

The Client Support Engineer is the first line of client telephone technical support,
providing world class service to our client base.  With a passion for helping people, the
Client Support Engineer uses exceptional technical and customer service skills to solve
technical issues, thus enabling our clients and their patients to engage more fully in the
patients’ care journey.  If you have technical aptitude, a desire to learn, a passion for
helping others and the drive to grow in your career, we want to speak with you!

About the role :)

 Be the voice to clients, ensuring a positive client
 Provide phone and email support to clients on a variety of hardware, software
and application issues. Intuitive questioning to understand the root cause of
issues. Identify, research, and resolve technical problems remotely on
computers, iPads and SmartTVs.
 A broad understanding of our product suite and outcomes is expected to facilitate
understanding of the impact of the technical issues on clients and patients.
 Develop deep understanding of company support operations to know when to
escalate unresolved issues to the next level of support.
 Highly professional communication and service skills across a diverse base of
 Learn new product platforms, features, updates with internal documentation,
training sessions (i.e. Webex) and/or working through those types of tickets.
 Adapt to a fast learning execution pace and be organized in the prioritizing
resolution of reported problems.
 Drive efficiency through pro-active process and system recommendations.
 A chance to grow into other roles in the organization based on performance.
 Other duties as assigned.

About you :)
 Strong problem solving and time management skills.
 Exceptional work ethic - reliability, dedication, consistent attention to detail in
assigned tasks and enthusiasm to learn new procedures and processes.
 Energetic, positive, patient, passionate, dependable, and good at multitasking in
a fast-paced environment.
 Passion for helping others.
 Thrive on challenges and see unpredictability as an opportunity.
 Strong customer service and troubleshooting skills.
 Motivated by team based approach and collaborative environment.
 Natural curiosity and a desire to make an impact in the healthcare landscape.
 Drive to learn and grow in your career.
 Desire to be part of a larger impact.

Requirements :)

 General technical aptitude
 Ability to work assigned shift as well as flexibility to work outside of standard work
hours, including weekends and holidays, when assigned, as part of a 24/7/365
support environment
 Demonstrated ability to perform to high standards
 Ability to attend required trainings
 High school diploma required, college degree a plus.
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