Product Support Specialist
DataLink Fund Solutions
Tampa, FL 33637
Full-time
Job details
Job Type
Full-time
Full Job Description Tampa area
SUMMARY
The Support Specialists will act as liaisons, providing technical assistance and resolution on issues that cause client workflow disruption. Support team members should not just be able to use their own expertise to resolve issues, but they should also be a warm, friendly individual, upon whom users can rely for helpful, personalized assistance. Our new team members should be able to put themselves in the client's shoes and advocate for their needs as necessary. It is up to the Product Support team members to treat the customers’ issues as a priority, and to ensure they are always resolved, whether it be by Support, or by another team in the company.
New team members will assist in communicating with clients; gathering information, investigating the causes to issues, and always taking initiative to solve problems to avoid unnecessary escalation. These new team members should be confident, professional, and self-motivated; a successful team member will use their expertise and positive demeanor to clearly explain potentially complicated issues to average users.
ESSENTIAL FUNCTIONS
• Primary on phones; takes live inbound calls from external customers.
• Constantly monitoring all internal Support channels, answer email requests from users within capability, monitor ticket system for issues that can be handled.
• Create and maintain support tickets pertaining to all support interactions as issues are worked.
• Reports difficult issues/situations to Tier 2 and Team Lead positions through detailed notes or verbal communication.
• Creates user accounts for users and internal employees.
• Will work with Tier 2 and Team Lead to create and implement SQL data update scripts.
• Create SQL queries to investigate and validate reported data issues.
• Solve complex support problems by troubleshooting and investigating customer and product, prioritizing and escalating issue reports, and working to eliminate the need for additional support.
• Improve customer satisfaction and efficiency by proactively identifying opportunities to optimize existing or new processes and tools.
• Collaborate with Development, Quality Assurance, Implementation, and other cross-functional teams on issues of high user-impact, bugs and enhancements.
• Learn project management skills to become a relentless advocate for our customers and team, and a reliable asset to our customers.
• Other duties as assigned
QUALIFICATIONS
• Bachelor’s degree and/or equivalent experience
• 1-3+ years of relevant work experience, preferably delivering quality technical support to external customers
• Advanced SQL skills preferred
• Experience with EMR/EHR systems and/or practice management a plus.
• Bilingual (English/Spanish) a plus
• Strong computer skills in MS Word, Excel, PowerPoint & Outlook
• Demonstrated ability and confidence in client facing interactions
• Display natural curiosity and innovative problem-solving skills in the approach to analytic questions
• Ability to grasp client’s technical needs and translate into solutions involving DataLink’s products
• Ability to communicate complex issues and technical problems clearly
• Excellent verbal and written communication skills