Technical Support Associate

Overview

Who We Are :

With a legacy spanning over 20 years, PracticeTek is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing and profitable, privately funded organization who stays ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing.

Department Overview

The Technical Support department is vital for our company, reactively assisting our customers by troubleshooting and / or providing information regarding the software's function. Our department applies Microsoft Windows and networking fundamentals to diagnose environmental issues that impact the performance and connectivity of the software. Each customer case will require creative thinking, soft skills, and technical expertise to solve. Cases may require cross-departmental communication, or escalation to delight our customers.

Your Career Opportunity

As a Technical Support Associate at PracticeTek. (dba ChiroTouch), youll benefit from a defined career path that will develop your Microsoft Windows operating system, local (TCP / IP) networking fundamentals, Microsoft SQL Server, and EHR / EMR software troubleshooting practices. This role is ideal for those looking for an entry point into IT practices and corporate software solutions. You will learn applicable communication and technical skills to advance your technical career. We are an ever-growing company, looking to expand our team!

Your Areas of Accountability

A Technical Support Associate has responsibility for the following outcomes :

Responsibilities

Determines eligibility by comparing client information to requirements

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Utilize active listening and empathy skills

Strive to meet or exceed call center metrics and service levels

Schedule and engage in follow-up calls with clients regarding on-going technical issues

Resolve technical escalations from the Product Support phone and chat team

Troubleshoot issues which may occur during database updates, new software installations, and server migrations

Track and monitor all client interactions using Salesforce CRM system

Coordinate with peers to provide proper coverage for all appointments

Qualifications

1-2 years of experience in a customer service / support role is required

1-2 years of computer application-based technical support experience or IT experience is required

Previous call center experience is required

Excellent verbal and written communication skills are required with emphasis on phone etiquette

Works hard with little supervision

Detailed-oriented with exceptional documentation skills

Working knowledge of Microsoft Windows administration tools

Basic understanding of Microsoft SQL Server

Basic understanding of network concepts including NETBIOS over TCP / IP fundamentals

Apple iPad & Parallels knowledge is a plus

Familiarity with HIPAA regulation is preferred

PracticeTek is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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