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Aspyra, Inc. develops clinical information and image management systems. The Company offers clinical information systems for hospital and clinic-based laboratories, pharmacies and medical imaging departments, and picture archiving communication systems and clinical image management systems for the medical imaging market. Read More
|Address||4360 Park Terrace Drive Suite 220 West Lake Village, CA 91361 United States|
|Holding||No Holding Details|
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This position is adding capacity to an established customer support team with well established business processes and escalation procedures. Each support specialist handles incoming customer support calls to assist customers with: operational questions; product configuration (hardware and software); network and interface configurations; product bugs; etc. Second level support is provided by Implementation & Training Specialists and third level support is provided by the product development teams.
The Customer Support Specialist is responsible for receiving calls, opening a support call ticket, and all of the follow up to address the customer need. The Customer Support Specialist manages the customer issues even through escalation to level 2 or level 3 for additional support knowledge. Once customer is satisfied with the solution, the ticket is closed by the Customer Support Specialist.
Primary measures of effectiveness for the position are:
Time to solve the problem and close the ticket
Customer feedback on the overall experience with Customer Support
Complete documentation of each customer issue including completion of any required FDA signatures (for complaints and bugs)
Specifically, the Customer Support Specialist responsibilities include:
Call Handling, Documenting, and Maintaining Customer Records:
Answering phones from medical facilities
Verify client s name, phone number, and email address
Logging calls in to ticketing system (SalesLogix) by creating New Trouble Tickets or updating Existing Trouble Tickets
Getting detailed information from client (may require getting print screens of errors and issues)
Trouble shoot clients issues and resolve while client is on the phone where possible
All issues are to go to Second level support prior to other departments
Tickets and customer issue details and solutions are to be well documented in a Summary Ticket action
On-Call & Opening Rotation:
Specialist will be required to be on-call one day per week starting at 6 pm until 5 am the next morning. This requires that specialist have their cell phone (provided by Aspyra) on and near them while awake and sleeping.
Specialist will be assigned one weekend a month in rotation starting at 6 pm on Friday until 5 am on Monday
Specialist may be asked periodically to move normal hours to start to Open support when On-call ends at 5am.
Complete required training with certification testing
Updating trouble tickets and keeping the client informed on a weekly basis
Occasional travel to a customer site may be required (<15%)
The Candidate Position Requirements
An undergraduate degree in Computer Science or Information Technology is preferred.
Training or education in Clinical or Technical areas of Healthcare are a plus
3-5 years of customer interfacing experience and a track record as a people person
Ability to work as an integral member of the team
Must be Reliable and Dedicated to Customers
Upbeat, positive, can do attitude with customers
Working knowledge of UNIX
Working knowledge of Window OS
Hardware experience a plus (i.e. printers, memory, networking)
Good trouble shooting and investigative skills
Must have the ability to adapt and take on new responsibilities
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