Job Description

CUSTOMER TECHNICAL SUPPORT REPRESENTATIVE

We are seeking to grow our Customer Support team! We have an immediate opening for a full-time Customer Technical Support Representative to serve our fast-growing customer base. PrecisionCare’s corporate office is in New Paltz, New York. This position can be remote for the right candidate.

PrecisionCare provides a complete Electronic Health Record (EHR) management software solution for Human Service providers located throughout New York state. Our streamlined documentation and compliance protection meets the changing needs of this dynamic industry. PrecisionCare improves agency operational performance by creating efficiencies and accuracy in documentation using our user-friendly, web-based software system.

The Customer Technical Support Representative is responsible for managing and tracking support tickets and solving issues generated from users of PrecisionCare. This involves frequent interaction with customers via phone and email to deliver quality support and service in a timely manner.

RESPONSIBILITIES AND DUTIES

· Receive, investigate, and respond to customer inquiries quickly and efficiently.

· Document customer interaction and correspondence within each support ticket.

· Distinguish between user error, bugs, and software enhancement requests.

· Decide when to escalate support tickets to another level within the company.

· Track open tickets that require follow-up and drive these items to resolution.

· Troubleshoot over multiple platforms, devices, and browsers

· Utilize products to provide support remotely

QUALIFICATIONS AND SKILLS

· Two years of experience working in customer technical support/software support.

· Previous experience with EHR or support software is strongly preferred.

· Proficient in Microsoft Office (Access, Word, Excel) and knowledge of SQL a plus.

· Must be a team player willing to multitask between various Customer Support Representative duties and other company assigned tasks.

· Must have effective communication skills, be self-motivated and have the willingness to take on the challenges of our dynamic customer support team.

· Must have exceptional follow-through skills.

· Strong analytical skills and attention to detail.

· Must have at least a High School Diploma or equivalent with a two- or four-year college degree a major plus

BENEFITS

Competitive Salary, paid holidays, paid time off, health benefits, FSA and IRA.

TO EVEN BE CONSIDERED, RESUME MUST BE ACCOMPANIED BY A COVER LETTER STATING TWO SPECIFIC REASONS FROM THE CANDIDATES RESUME WHY THEY FEEL THEY CAN MEET THE RESPONSIBILITIES AND DUTIES OF THE POSITION.

Company Description

Since 1999, PrecisionCare has offered a specialized, web-based EHR software solution exclusively created to meet the needs of Human Service providers. Our software system is designed to ensure state and federal regulatory compliance, while streamlining the documentation process for the IDD and Behavioral Health provider communities. PrecisionCare’s user-friendly, customizable software provides users with efficient and accurate documentation capabilities, with the assurance that they are working within the confines of regulatory standards. PrecisionCare is continuously developing new features, enhancements and modifications to support regulatory changes and enhance the user experience.