Software Support Specialist (Level 1) (EMA team)

Gravity IT Resources

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Job Title: Software Support Specialist (Level 1)

Location: Remote

Job-Type: Direct Hire

Referral Fee: +/- 50

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Overview:

  • You possess a real passion for innovative solutions within Healthcare IT
  • You are an amazing problem-solver with exceptional customer service skills, going above and beyond client expectations
  • You are naturally curious about the way things work and have the distinct ability to pick up both software and medical practice concepts easily
  • You have excellent interpersonal, verbal, and written communication skills, as well as the ability to effectively prioritize and manage your time

Role Responsibilities:

  • Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem solving techniques, educating clients, and following issues through to their successful resolution
  • Provide consistent, professional, and high-quality client support to our client base through all available Support channels
  • Follows established procedures to ensure client satisfaction and quality service delivery
  • Communicate and collaborate across teams and departments to help solve issues
  • Answers Tier 1 questions across assigned product(s)
  • Escalates cases to T2/3 teams as appropriate
  • Covers rotating late shift based on team size and need

Required Knowledge and Skills:

  • Bachelor’s degree preferred
  • Demonstrated expertise with evaluating, troubleshooting, and following-up on customer software application issues
  • Ability to provide some off-hours support, including occasional weekends
  • Previous customer service experience required; call center experience a strong plus
  • 2+ years’ experience providing software application support preferred, medical software application experience a plus
  • Exceptional written, verbal, and interpersonal communication skills required
  • Strong critical thinking and problem-solving skills
  • Time management & organizational skills
  • You must be technically savvy with an ability to easily learn new software
  • Professional demeanor required

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