Full-Time Technical Support Associate

• Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and courteous support.
• Assist users with basic technical issues related to software applications, peripherals, and connectivity, utilizing established troubleshooting procedures.
• Handle password resets and account unlock requests promptly and securely, adhering to security protocols.
• Provide administrative support for the electronic health record (EHR) system, including basic configuration and troubleshooting common issues.
• Provide clear and concise instructions to users on how to resolve common technical issues or utilize supported systems.
• Accurately record all user interactions, troubleshooting steps, and resolutions in the ticketing system.
• Identify and escalate complex technical issues to higher-level support teams as needed.
• Maintain patient and company information in accordance with HIPAA and company policies.

• High school diploma required; Associate’s degree or equivalent work experience preferred.
• 1+ years of experience in customer service or technical support environments. Healthcare experience is a plus.
• Basic familiarity with software applications (e.g., Google Apps, Salesforce) and operating systems (iOS, Android, Windows, macOS). Experience with athenaOne is highly desirable.
• Excellent customer service and communication skills.
• Strong organizational skills and attention to detail.
• Ability to follow established procedures and apply basic problem-solving skills.
• Understanding of and ability to comply with HIPAA rules and regulations.

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