Technical Customer Support Representative

Job Title: Technical Customer Support Representative
Location: Karachi, Pakistan
Type: Permanent
Working Arrangements: Hybrid
Working Hours: 7PM - 3AM

BRIEF SUMMARY
The Customer Support Representative is responsible for providing exceptional support to users of PrecisionCare Software applications. This role involves assisting users with software-related inquiries, troubleshooting technical issues, and ensuring users have a positive experience using our applications. You play a crucial role in ensuring the success of our software solutions. You are part of a team that collaborates closely to address user-facing issues while providing high-quality customer support. Reasonable accommodations statement: to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Responsible for tracking support tickets and solving issues generated by users of PrecisionCare applications.
• Professional interaction with customers via various communication channels.
• Receive, investigate, and respond to customer inquiries quickly and efficiently.
• Document customer interaction and correspondence within each support ticket.
• Distinguish between user errors, bugs, and software enhancement requests.
• Decide when tickets need to be escalated to another team member, your supervisor, or another department.
• Utilize Microsoft Access or Microsoft SQL Server Management Studio to help resolve data-related issues.
• Track open tickets that require follow-up and drive these tickets to resolution.
• Provide users with guidance on proper use of PrecisionCare applications.
• Identify barriers and use cases that prohibit a positive user experience.
• Troubleshoot technical and software-related issues that get reported by users over multiple platforms, devices, and browsers.
• Utilize products to provide support remotely.
• Serve as the first point of contact for PrecisionCare Software users.
• Assist users with navigating in PrecisionCare Software applications.
• Collaborate with Development and Account Management teams to improve the overall user experience.
• Offer guidance on best practices and efficient use of PrecisionCare Software applications.
• Contribute to the creation and updating of training materials and documentation for users and internal teams.
• Utilize different communication technologies (screen sharing, screen control, etc.) to review customer concerns during calls and/or meetings.
• Gather user feedback on PrecisionCare Software functionalities and potential areas for improvement.
• Communicate feedback to the Manager of Customer Support to contribute to ongoing improvements.
• Advocate for the needs and concerns of PrecisionCare Software users within the organization.
• Diagnose and resolve software-related issues, ensuring prompt and effective solutions.
• Work closely with the Development team to identify and resolve software bugs.
• Contribute to the reports on support activities, including common issues and resolution times.
• Participate in regular team meetings to share insights and discuss ongoing challenges.
• Proactively identify opportunities to enhance support processes and user experience.
• Perform other duties as assigned by supervisors.

KNOWLEDGE and SKILLS

• Excellent organizational and time-management skills with high attention to detail.
• Strong written and verbal communication skills, with the ability to explain high-level technical concepts.
• Above average ability to build, maintain, and foster strong working relationships with customers, potential customers, colleagues, and partners.
• Self-motivated, resourceful, and able to work independently and as a team.
• Expected to have a high-level understanding of relational databases.
• Ability to multitask between various customer support tasks and duties.
• Proficiency in Microsoft applications.

EDUCATION and QUALIFICATIONS

Required

• 1+ years of experience working in customer support, software support or related field.
• 2+ years of experience in customer service of Electronic Health Record application(s).
• High school diploma or equivalent.

Preferred

• Experience in using SQL.
• Two- or Four-year college degree.

Job Type: Full-time

Work Location: In person