This is a remote position working 12:00pm to 9:00pm ET – with a location preference of Waltham, MA or Chicago, IL or Hudson, OH.

The Technical Support Associate works under general supervision using established procedures for routine work and detailed instructions for new activities or assignments. Requires working knowledge and skills of operational or administrative processes achieved through training or work experience to perform a range of technical customer service activities. Provides assistance with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Carries out and delivers straightforward administrative, operational, or other basic business services and support. Uses established procedures for routine work and detailed instructions for new activities or assignments.

Key Responsibilities

• Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email

• Maintain or exceed quality performance metrics, including call monitoring scores

• Communicate and explain information and data to customers and other team members

• Utilize critical thinking

• Software testing to identify bugs and potential fixes

• Assume remote control over customers’ computers when necessary to resolve problems

• Escalate issues for resolution when warranted

• Works non-standard hours when necessary

• Performs other duties as requested by Manager

• This position does not involve programming or systems administration

Key Requirements

• 2+ years’ experience in a B2B technical service role or equivalent education

• Full knowledge of technical customer service processes

• Excellent verbal and written communication skills

• Troubleshooting and solving technical issues (connectivity, hardware, and software)

• Working with professionals via phone and email

• Building rapport with co-workers and customers

• Gathering and analyzing customer data and user requirements.

• Integrating information from multiple sources quickly and accurately.

• Demonstrated ability to prioritize and manage multiple projects.

• Working in a fast paced, changing environment.

• Experience documenting information in a CRM system.

• Experience using an order fulfillment system.

• Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

Evidence-based Clinical Solutions for Healthcare | UpToDate | Wolters Kluwer

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