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Digital Support Representative - Remote


Job Description



Summary:



The Digital Support Analyst is responsible for providing superior customer support by troubleshooting and answering customers technical questions timely. The position also requires setting and maintaining a schedule for procuring data elements, and guiding clients through the initial steps of the implementation process for our digital solutions. The Digital Support Analyst will work closely with Customer Service and Tech support.



Location: Fully remote position - can work from anywhere



Schedule: Monday through Friday 11:30AM to 8:00PM PDT



Essential Duties And Responsibilities For The Digital Support Analyst

  • Provide tier 2 support to customers
  • Respond to inquiries, questions or technical issues timely
  • Provide excellent customer service
  • Appropriately communicate the root cause and resolution to customers
  • Work with other support departments to find the root cause and resolutions to issues
  • Work with other support departments to successfully implement customer on digital solutions
  • Assist with configuration settings for the digital solutions
  • Provide demos and trainings for the digital solutions as needed
  • On call support
  • Other duties as assigned



Required Experience



Qualifications:

  • Ability to work both independently and as part of a team
  • Ability to work under pressure to meet changing priorities, deadlines, and make good decisions with minimal supervision
  • Strong organizational and time management skills, with excellent follow-through

    • Strong customer service skills and professional demeanor
    • High-energy with a sense of urgency, detail oriented and thorough.
    • Excellent verbal, written communication, creative, interpersonal, and presentation skills.
    • Account management and customer relationship skills, with the ability to problem solve
    • PC Skills Microsoft Office and other software products
    • Ability to work closely/collaboratively with other departments to ensure completion of tasks
    • Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company



Education And/or Experience

  • High School or equivalent required
  • One year experience providing customer support



Computer Skills



Strong working knowledge of the following:

  • Microsoft Business Suite of tools
  • Use of a laptop, plus remote connectivity tools for use in a variety of settings (home, office, hotel, hospice site)
  • Ability to learn and use Salesforce application
  • Ability to assimilate other required technology tools

Keyword: IT, Digital solutionsShow moreShow less


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