Customer Support Specialist Details

Customer Support Specialist

Jackson Healthcare LLC - Orlando, FL

Employment Type : Full-Time

Overview:About us:
Healthcare Workforce Logistics (HWL) is a company that comes to the market with deep expertise from leading healthcare GPOs and supply chain, workforce management software providers, healthcare delivery organizations, cutting-edge technology organizations, and leading staffing agencies.
Our workforce solutions deliver results that lower overall costs, produce higher quality of staff, and increase visibility into overall labor activity and metrics. Through a combination of proprietary next generation technology and customizable MSP services, HWL delivers a vendor neutral Total Talent Acquisition solution that lowers overall labor costs while reducing administrative burden.
Benefits and Perks:

• 
  Opportunity to Work from Home
• Day 1 Medical Benefits Coverage
• 401K with Company Match
• Career Advancement Opportunities
• Great Culture
• Flexible Work Arrangements!

Description:Job Summary
The Customer Support Specialist is directly responsible will be the support administrator of the HWL Platform with responsibilities including: first-tier technical support, client and agency training and configuration maintenance for existing users. The Customer Support Specialist must provide exceptional customer service with strong attention to detail. They will support customer calls and emails to resolve customer issues with HWL software.
Job responsibilities include but are not limited to:

• 
  Provides first-line support answering technical questions, analyzing user issues and needs, and providing resolutions to problems.
• Resolve non-technical issues and escalate technical issues or bug fixes to tier 2 support
• Maintain both email and phone communication as the method of issues being reported.
• Maintains tasks and assignments with SLA compliance in mind.
• Reports urgent and critical System Down service requests to senior leadership.
• Works with the team to document and help with design of enhancements based on feedback received during support resolutions
• Tracks and records resolutions of problems for future reference, training, and reporting.
• Assists with configuration of system for new and existing systems from facility set up to user access
• Conduct ongoing training sessions and webinars for clients and agencies
• Creates and maintains training materials and communicates changes when needed
• Performs miscellaneous projects and duties as assigned.

Requirements:

• High School Diploma or equivalent required, Bachelor’s degree preferred
• Experience in staffing industry strongly preferred
• Previous experience in MSP Operations preferred
• 1 year of customer service experience required
• Good customer service and public relations.
• Knowledge of related computer applications including database entry.
• Able to work well independently and in a team environment.
• Attention to detail and solid organizational and time management skills.

EEO Statement: Jackson Healthcare and its family of companies are an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race,color,religion,sexual orientation,gender,gender identity and expression,national origin,age,disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.