The Customer Support Specialist works in a team environment proactively ensuring high quality Client support and compliance with SHP practices, HIPAA and other mandatory security and privacy regulations.
The Customer Support Specialist is responsible for:
- Providing general support, managing both phone and email inquiries to the support team
- Providing triage support for SHP’s customer managers and Senior customer managers
- Providing a rapid, efficient, and friendly response to client inquiries
- Proactively identifying and solving issues with any dissatisfied clients, resulting in a positive outcome
- Advising and directing clients in the use of the SHP program including web-based reporting and training tools
- Strictly adhering to HIPAA guidelines
- Contributing to a positive, energetic environment
- Fulfilling Client Support duties from 7:00AM – 4:00PM
Knowledge, Skills, and Abilities:
- Excellent written and oral communication skills; ability to communicate successfully across a wide variety of communication styles
- Very strong organizational skills. Ability to organize, manage and prioritize multiple tasks and meet specified deadlines
- Professional and courteous telephone manner with emphasis on Client satisfaction
- Must be comfortable with technology and able to learn quickly
- Proficient in use of Microsoft Office programs (Word, Excel, Powerpoint, Outlook). SQL, CRM (MS Dynamics preferably), Sharepoint, MS Project, MS Visio, Adobe Photoshop experience is a plus.
- Ability to independently troubleshoot problems and work in a fast-paced environment with minimal supervision
- Previous experience in technology field preferred
- Healthcare related experience a plus
- Excellent punctuality, attendance and work ethic