Technical Support and Problem Resolution Specialist
hace 2 días
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. Our commitment to innovation has earned us a spot among the 100 Best Companies to work for, as recognized by FORTUNE.
We're proud to have been named in the 100 'World's Most Innovative Companies' by Forbes Magazine for five consecutive years. This achievement is a testament to our dedication to staying at the forefront of the industry.
As a Technical Support and Problem Resolution Specialist, you will be responsible for delivering exceptional support experiences to our clients. Your key responsibilities will include:
- Logging client contacts and issues
- Providing detailed first-level support, troubleshooting, and problem resolution where possible
- Assigning and categorizing support tickets to appropriate functional areas
- Notifying clients of the status of their support tickets within agreed-upon service levels
- Verifying support ticket closure and ongoing client communications
- Collaborating with clients, Account Management, Engineering, and Implementation teams
- Attending and participating in internal and client meetings
To succeed in this role, you will require:
- Bachelor's degree or greater in a related field, or equivalent education and experience
- Minimum 3 years' experience working in the healthcare software industry
- Experience in a Technical Support Center or Technical Call Center environment in a level 1 and Level 2 capacity with healthcare products a plus
- Excellent interpersonal and communication skills
- Independent problem-solving and self-direction are critical
- Strong technical skills with Windows Operating System, including remote desktop, log file analysis, and text editor usage
- Experience with command line tools and scripting a plus
- Multiple website monitoring and troubleshooting
In addition to these essential qualifications, we're looking for candidates with experience working with medical practice management systems, preferably EPIC, NextGen, IDX Flowcast, or IDX Groupcast. Experience with healthcare Insurance Eligibility products and review/analysis of EDI data (270/271 or 835/837) is also a plus. If you're a team player who can effectively redirect client inquiries and work well in a collaborative structure, we want to hear from you
At Experian, we value diversity, equity, and inclusion and strive to create a workplace where everyone feels welcome and empowered to contribute. We believe that diverse perspectives and experiences are essential to driving innovation and success. We invite you to bring your unique perspective and join our mission to create a better tomorrow together.
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