Technical Support Specialist 1

Job Description

The Technical Support Specialist I position provides superior assistance to our external client base on primarily one main API Healthcare software solution. This position plays a key role in our call center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to clients on functions and features while working with them, and properly escalating potential problems as needed.

1. Provide assistance to our external client base via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software

2. Perform remote dial-in support to clients as needed

3. Diagnose, troubleshoot, and resolve application/device questions and potential issues

4. Provide education to clients on functions and features while working with them so they can become more self-sufficient

5. Properly escalate potential problems as needed to next tier, leadership, etc.

6. Clearly and concisely document all correspondence and activities related to tickets in client tracking software

7. Seek continuous API Healthcare solution knowledge and industry knowledge

8. Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or API Healthcare as a whole

9. Work to meet or exceed individual, department, and corporate goals and imperatives

10. Perform other duties and projects as assigned

Qualifications

• Associate degree or higher in a technical or business related field preferred • OR Two years related experience and/or training, or equivalent combination of education and experience

Desired Characteristics

Other Qualifications: • Successful completion of required training on all supported platforms of one API Healthcare solution (i.e. Time & Attendance, Staffing & Scheduling, Human Resources & Payroll), or equivalent industry experience • Basic to advanced working knowledge of one main solution (Time & Attendance, Staffing & Scheduling, or Human Resources & Payroll), or equivalent industry experience

•Strong PC and web-based software skills, including MS Office products and Windows operating systems

•Ability to create and update basic T-SQL scripts to manipulate data or return information

•Basic to intermediate knowledge of all SQL Platforms to include SQL Replication

•Basic to intermediate knowledge of database structure

  •Basic to intermediate knowledge of troubleshooting tools

•High level of aptitude for learning complex hardware/software solutions

•Works effectively both independently and as part of a team

•Sound ability to explain technical concepts to non-technical users

•Strong and creative troubleshooting, problem solving, and analytical skills

•Ability to prioritize, multi-task, and thrive in a fast-paced environment and adapt to changing priorities seamlessly

•Exceptional verbal and written communication skills

•Strong interpersonal skills in working with a professional client base

•Excellent organizational skills with attention to detail

•Improve the environment around you by setting strong examples of ethics, knowledge and drive

•Ability to understand API Healthcare’s culture.

Additional Information

All your information will be kept confidential according to EEO guidelines.GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.