Support Specialist I - Clinisys

Support Specialist

Overview: As a Support Specialist, you will provide professional software support, ensuring high client satisfaction. You will assess, document, and resolve client technical issues via web and phone, keeping internal and external stakeholders informed about the process, status, and resolution of the technical problems through frequent written and verbal communication.

Responsibilities:

• Provide technical support and troubleshooting services.
• Respond to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues.
• Collaborate with other departments to ensure timely resolution of customer issues.
• Document and track customer interactions and resolutions in our support system.
• Assist in developing and maintaining support documentation and knowledge base articles.
• Participate in on-call rotations and provide after-hours support as needed.

Requirements:

• Minimum of 3 years of experience in technical support or a related field.
• Proficiency in SQL for database management and troubleshooting.
• Strong problem-solving skills and ability to work under pressure.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Familiarity with support ticketing systems and remote support tools.

Preferred Qualifications:

• Experience in SQL, AWS, or related technologies.
• Experience with cloud platforms and technologies.
• Knowledge of scripting languages such as Python or Bash.
• Experience in a laboratory environment.

Supervisory Responsibilities:

• None

Physical Requirements:

• Work is performed in a regular office setting with minimal exposure to health or safety hazards.
• Prolonged periods of sitting at a desk and working on a computer.
• Moderate lifting/carrying (15-44 lbs.); use of fingers; walking/standing (2-6 hours).

Benefits: Our benefits are designed to help you advance in your career and in your life outside of work. From health and wellness benefits to a 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, our total rewards package has you covered. For part-timers, coverage may vary based on eligibility.

The starting pay range for this position typically ranges from $42,700 to $55,000 annually. Actual pay will be based on various factors, such as work location, qualifications, and experience.

Clinisys Commitment to Equal Opportunity: Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.

General Guidance: This job description aims to accurately depict the tasks and accountabilities most often associated with this role. While we strive for accuracy, nothing in this description restricts the company from changing, reassigning, expanding, or reducing the scope of accountabilities, which are subject to change at any time.