Objective
Alleva is a leading edge EMR SAAS based organization that is built upon the foundation of ‘helping the helpers’ mission. This is our entry level Technical Support role with an opportunity to join an amazing team and growing organization. We are looking for the ‘RIGHT’ individuals that can provide white glove technical support to our customer base and looking forward to growing with us with career progression opportunities.
Core Position Responsibilities
The primary responsibilities of this role are as follows:
· Take inbound phone calls / Live Chats from clients to provide them support for their purchased products. This may include doing the following:
o Provide empathy, support, and clarity regarding their questions, how-to steps, or accomplish their needs within the systems
o Initial troubleshooting of their potential issues to determine the potential root cause. This may include working with the client on a screen share to help gather the details / information needed to either resolve their concern or escalate to the next level of support.
o Provide white glove service with a target to maintain a customer CSAT score of greater than 90.
· Work with internal teams and designated 3rd parties on defects / database updates to provide updates and clarity to clients for your assigned tickets.
· Document all customer interactions within the company’s CRM tool for all interactions / notes.
Required QUALIFICATIONS
Education: High School Diploma or GED Equivalent.
o Previous Technical Support Experience: > 1 year
Technical Skills
o Environments: Windows
Software Proficiencies
o Familiar with cloud-based systems - > 1 year
o Google Suite - > 1 year
o Virtual platform (Zoom, Webex, etc.). - > 1 year
Non-Technical Skills
o Excellent communication skills & detail oriented – Able to speak clear and well via phone, text, and email.
o Ability to translate technical knowledge to usable or understandable terminology to the remainder of the organization.
o Advanced troubleshooting skills & executing a root cause analysis procedure.
ADDITIONAL REQUIREMENTS
In-office location in Draper Utah. Potential Hybrid (80/20) model once certification and specific milestones have been accomplished.
Typically requires sitting, speaking, and computer use for extended periods of time. Travel may be required up to 10%.
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