Technical Product Support Specialist

Overview

Technical Product Support Specialist role at CommuniCare Health Services . Two positions are available : one based in Indianapolis, IN, and the other may be based in Indianapolis, IN or Cincinnati, OH.

WHO ARE WE? Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resources and support for a multitude of continued care needs and historical health inequities. A powerful, scalable solution, Never Alone increases connectivity and medical efficiencies while creating greater access to care for those with chronic health conditions or who have historically been underserved due to geography.

Job Summary : Reporting to the Product Support Manager, the Product Support Specialist will be trained as the product champion on our proprietary SaaS platform and tasked with front-line support within the Never Alone ecosystem in a distinct geographic region of the US. This role will provide support for the full customer life cycle, including rollout and implementation, proactive monitoring of technical issues and resolution documentation, and providing regular feedback to Product Teams for product roadmap considerations.

Duties / Responsibilities

• Serve as the first line of contact within a cross-functional team for customers and end users within a geographical region.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provide daily support to users of mobile and desktop systems, including empathetic listening, answering questions, analyzing problems, and ensuring systems are always running.
• Actively participate in new customer onboarding and implementation.
• Train and retrain users to increase best practices and adoption of Never Alone mobile and desktop platforms.
• Assist in version control and updating of training and support manuals.
• Partner with the 24 / 7 Never Alone Customer Service Team to ensure customer success.
• Create and implement support processes and procedures in collaboration with product and service desk.
• Log daily support interactions with customers, end users, installation activities, reported technical issues, and completed solutions along with any further actions required.
• Participate in testing new functionality and / or software upgrades.
• Handle protected health information (PHI) in a manner consistent with HIPAA.
• Performs other duties as assigned.

Qualifications

Employment details

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