Support & Implementation Specialist

Position Summary:

We are seeking a self-driven, hard-working, and resourceful Support and Implementation Specialist to provide technical assistance and customer service to our EHR Go customers.

This role is primarily responsible for managing all incoming support calls and tickets, fostering our working relationship with our after-hours support center, and supporting new customer implementations as assigned by the Director of Accounts and Implementation.

The ideal candidate has strong problem-solving, communications, and organizational skills, is able to manage multiple tasks and prioritize them effectively, and has a teamwork- and customer-focused mindset with patience and empathy.

Essential Job Functions:


* Support Tickets
+ Answer, triage, and resolve support calls from students, faculty, and customers regarding the EHR Go product.
+ Handle all support-related Zendesk tickets, ensuring prompt resolution of issues.
+ Provide guidance on accessing the platform and troubleshooting usage issues.
+ Provide feedback to improve the support process based on user interactions.
+ Identify trends in support tickets and sleuth out areas where our system can be improved.


* Implementation/New Adoption (Customer) Onboarding
+ Assist the Director of Accounts and Implementation in onboarding new EHR Go customers.
+ Setup new accounts in the appropriate systems.
+ Facilitate new customer orientation training.
+ Provide top-tier customer service and support for new customers throughout the implementation/new adoption onboarding process.


* Lead Routing
+ Direct new prospect customer leads to the appropriate account executive for further assistance.

Knowledge, Skills, Abilities:


* As a remote worker, you will be required to work in many different cloud-based platforms.

A high level of technical prowess to learn how to maneuver within these platforms (e.g.

Microsoft Outlook, Zendesk, Salesforce, Quickbooks, Zoom, Slack, Microsoft Teams) is a must.


* Provided top-tier phone and email customer service and support to our EHR Go faculty and student users.


* Collaborate with the Director of Accounts and Implementation on any assigned new program adoptions.

This consists of setting up and training new faculty and seeing them through until they’re successfully up and running with students.


* Technically savvy


* Good Communicator
+ Maintain clear and effective verbal and written communication with users to enhance their experience with EHR Go.
+ Demonstrate timely and engaging communication with all members of the EHR Go team.
+ You genuinely care about people and want to help so you try to understand their situation by listening and asking questions.

You instill trust in people by your warm and sincere communication style.

You conduct yourself with confidence (not arrogance) and people like to do b...