[Remote] Support Specialist

Note: The job is a remote job and is open to candidates in USA. ImageTrend, LLC. is dedicated to connecting life’s most important data in the healthcare and emergency response community. They are seeking an Application Support Specialist I to provide support to customers, troubleshoot issues, and ensure a positive client experience with their software solutions. The role involves acquiring in-depth product knowledge, resolving customer issues, and collaborating with cross-functional teams.

Responsibilities

• Acquire in-depth knowledge of ImageTrend products and service offerings to support our clients and troubleshoot their issues, including answering incoming calls, emails or chat questions from customers
• Resolve issues immediately, or if more information is needed, track and follow through on open issues to ensure escalation and eventual resolution within agreed upon SLA’s
• Proactively communicate updates and follow up with the customer or internally as needed until the issues is resolved, including owning the communication process and ensuring the CRM, ticketing, or other internal systems are updated according to standard procedures
• Collaborate with others in Support and other cross-functional teams as needed to escalate, follow up, progress, or solve client issues
• Consistently interact with customers in a professional, productive manner that enhances customers’ experience with ImageTrend
• Assist with testing and duplicating unknown software and hardware problems reported from the customer-base as needed
• Complete special projects and tasks as assigned
• Develop an understanding of the business processes ImageTrend products support
• Travel to orientation, industry or company events, and other onsite meetings as required
• Additional duties as assigned

Skills

• Degree or the equivalent combination of education and relevant work experience
• Proven customer service experience supporting a software solution or technology product base, preferably in the Public Safety or Healthcare industry
• Strong interpersonal and communication skills, both written and verbal
• Strong trouble shooting, analytical and creative problem-solving skills
• Time management skills, the ability to succeed in a fast-paced environment and can adjust to changing priorities
• Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
• Technical aptitude to learn new systems and knowledge of MS Office Suite or other similar tools
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel up to 10% annually

Benefits

• Insurance: Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans
• Paid Time Off: Flexible PTO, Sick Days, Holidays, Parental Leave & Volunteering
• Retirement: Roth or Traditional 401(k) & Employer Match
• Flexibility: Remote, Hybrid & Onsite options, Flex & Alternate Scheduling Arrangements
• Career Advancement: Internal growth, Tuition Reimbursement, Professional Development & LinkedIn Learning access
• Long-term: Community Gains Incentive Program
• Other perks: Referral Bonus Program, Employee Assistance Program

Company Overview