Technical Support Associate

High school diploma required; Associate’s degree or equivalent work experience preferred.
1+ years of experience in customer service or technical support environments. Healthcare experience is a plus.
Basic familiarity with software applications (e.g., Google Apps, Salesforce) and operating systems (iOS, Android, Windows, macOS). Experience with athenaOne is highly desirable.
Excellent customer service and communication skills, with the ability to interact professionally with users.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
Ability to follow established procedures and apply basic problem-solving skills to resolve common issues.
Ability to adapt to changing priorities and work in a fast-paced environment.
Ability to work effectively as part of a team.
Understanding of and ability to comply with HIPAA rules and regulations.

Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and courteous support.
Assist users with basic technical issues related to software applications, peripherals, and connectivity, utilizing established troubleshooting procedures.
Handle password resets and account unlock requests promptly and securely, adhering to security protocols.
Provide administrative support for the electronic health record (EHR) system, including basic configuration and troubleshooting common issues.
Provide clear and concise instructions to users on how to resolve common technical issues or utilize supported systems.
Follow established support procedures and guidelines to ensure consistent and efficient service delivery.
Accurately record all user interactions, troubleshooting steps, and resolutions in the ticketing system.
Identify and escalate complex technical issues to higher-level support teams as needed.
Maintain patient and company information in accordance with HIPAA and company policies.