Desired Skills and Experience
- Delivers technical support to Integrity users using the Client Support phone system, online ticket tracking tools, and Integrity system software
- Acts as client’s primary point person for IntegriLink installations
- Provisions, ships and tracks all IntegriLink devices
- Manages the local inventory of IntegriLink hardware
- Assist with documentation around IntegriLink configurations
- Manages the local network and connected hardware, as needed
- Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Effectively listens to clients and gathers information from clients when evaluating and analyzing the problem or feature request
- Researches required information using available resources and provides a quality response
- Accurately records client interactions using Client Support tools
- Provides excellent client service and follows-up with clients as necessary
- Identifies and escalates issues as needed to team members, using appropriate escalation channels
- Works with Integrity partners/third party vendors to diagnose/troubleshoot client issues, as needed
- Follows established processes and procedures
- Understands Integrity EMR system functionality and tools
- Stays current with system information, changes and updates
- Proactively seeks information, training, and assistance, as needed, to perform job functions
- Collaborates, shares, and assists teammates to build personal and team competencies and meet client’s needs
- Assists with sales, training, and implementation tasks, as needed
- Participates in rotation of on-call, after-hours technical support line for clients
- Other duties as assigned by the Client Services Supervisor to support Client Services
- Software networking experience
- Strong verbal and written communication skills
- Medical clinic experience preferred
- Bachelor’s Degree preferred