Technical Support Specialist

Healthcarefirst sells medical billing software to healthcare companies nationally. When customers have questions about the software they call a number. These people will be answering those calls - trying to answer/trouble shoot if they can, or pass them on if the problems are too technical. Very Fast paced. 15/20 calls a day. Mostly inbound, a few outbound calls (following up on email questions). The medical billing software is an inhouse software. Most ppl won't have experience with it. Ideal person has strong customer service experience (call center is good, not deal breaker), very computer savvy, and exposure to medical billing. Ideal will have college education. Below is the req from them.

Responsibility:
Provide pro-active, technical support and service to HEALTHCAREfirst customers via phone, fax, electronic mail, chat and other duties as assigned. Exercise ownership and professionalism to make efficient company decisions that will assist in establishing and maintaining outstanding customer relations.

ESSENTIAL FUNCTIONS:

o Act as primary customer support contact person for HEALTHCAREfirst clients
o Handle initial inbound support requests via phone, fax, chat and email, ehelp
o Document troubleshooting procedures and customer interactions in Call Management Systems
o Research customer issues to the point where a resolution is attained or call is escalated to next level of support
o Other duties as assigned by Support Manager
o Act as a back-up for Tier II support which may include but not limited to chat / support / queue for HEALTHCAREfirst customers
M-F
9AM to 6PM


QUALIFICATIONS:

o Proven ability to execute tasks in a timely manner (strategize, formalize, and communicate)
o Excellent written and verbal skills
o Ability to adapt communication style to the level of the listener (ability to communicate intricate technical issues into a language that a client can understand)
o Ability to research issues and find solutions with tool given
o Aptitude in troubleshooting application and/or technical issues
o Willingness and ability to work with team members to achieve a common goal
o Willingness and ability to work effectively with members of other departments
o Open to dynamic change and ability thrive in such an environment
o Proven ability to research complex issues and find answers with little dependence on others to provide assistance
o Functional knowledge of Windows OS (XP, Vista, Windows 7, etc.)

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.