The Implementation Technician works invasively on customer systems via remote access, providing system implementation and technical problem resolutions.
ESSENTIAL RESPONSIBILITIES & DUTIES
Responds to customers providing entry level implementation and technical problem resolution and educates clients on process.
Documents all pertinent data related to account and communicates test results to clients
Ensures accuracy and educates clients on expedient set-up and testing of customers.
Deliver world class customer experiences with each interaction.
Proactively facilitates relationship management with assigned clients to address service needs
Troubleshoot callers’ requests/problems and accurately record them.
Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting and installation problems and questions; PC configuration and network configuration; OS and browser related issues.
Escalate top priority, production-critical issues to the appropriate technical staff.
Meet individual productivity goals set by management.
BA/BS or equivalent work experience.
Microsoft Office suite skills, excellent verbal and written communication skills, strong troubleshooting, problem solving, and analytical ability required.
Ability to deal with complex and challenging client issues
Strong team player with excellent communication skills
Self-motivated and self-managing
Ability to multi task
Capability to perform in a high pressure working environment
Ability to manage confidential information
Ability to understand and articulate technical concepts and derive solutions
Proficient typing skills
Experience in a healthcare related industry preferred
Experience supporting enterprise operating systems preferred.