Associate Technical Support Engineer

As a key member of the Support team, you will be proactive and show initiative, have exceptional communication skills, have a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues. 

 

Key Accountabilities: 

• Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products. 

• Address customer issues and questions promptly and with a positive attitude. 

• Conduct technical product research for customers and respond via phone, email and our internal client support system. 

• Provide accurate information about the products and services. 

• Accurately document and update customer records based on interactions. 

• Develop and maintain a knowledge base of the evolving products and services. 

• Meet targets set for response time, resolution time, and customer satisfaction. 

 

Desired Skills and Experience: 

• College degree and/or technical support and technical troubleshooting experience. 

• 1+ years previous experience in customer service, IT, or other related fields. 

• EMR/EHR experience is highly preferred. 

• Knowledge of healthcare compliance and HIPAA. 

• Familiarity with the field of ABA is a plus. 

• RBT or BCBA certification is not required, but also a plus. 

• Strong empathy for customers 

• Ability to build rapport with clients 

• Proficiency with technical products and ability to diagnose complex problems 

• Ability to prioritize and multitask 

• Positive and professional demeanor 

• Ability to provide technical consultation and make best practice recommendations. 

• Highly organized with superb attention to detail 

• Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet 

• Ability to communicate clearly and concisely, verbally and in writing 

• Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives 

• Be comfortable working in a distributed, semi-virtual environment 

• Be able to take minimal direction from others and provide maximal output for yourself (and others) 

 

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