Technical Support Specialist

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This position is onsite in Akron, Ohio. Please only apply if you can commute 4-5 days a week to Akron.

ACU-Serve delivers billing solutions to HME (Home Medical Equipment) providers, giving them the freedom to grow their business while collecting more, faster.

ACU-Serve has helped HME businesses cut through the complexity of an ever-transitioning billing process while becoming a trusted partner for continued growth.

Clients routinely show faster collections, higher revenue and dramatically reduced management and staffing problems. ACU-Serve incorporates HME workflow, Medicare, Medicaid and Private Payer knowledge, and billing and collections experts into a single service on an Internet-based technology platform.

The result is faster payments, higher revenue collection rates, and less management and staffing headaches. Unlike traditional billing service models, ACU-Serve provides HME clients with a new level of control, flexibility, information access, and billing expertise.

ACU-Serve functions as an integral part of the HME office staff, not a remote third party billing vendor.

Position Summary :

The Technical Support Specialist provides assistance to users experiencing technical difficulties with software, hardware, or other technology systems.

Resourcefulness is a necessary skill in this role. The Technical Support Specialist should be able to diagnose and resolve problems quickly.

He should also have the patience to communicate with a variety of interdisciplinary teams and users. The primary goal of the Technical Support Specialist will be to ensure that our technology infrastructure is running securely, smoothly, and efficiently at times.

Duties and Responsibilities :

• Fielding user support requests via phone, email, chat, or ticketing system and providing troubleshooting to resolve issues.
• New user onboarding, user account creation, software preparation and hardware configuration
• Guiding new users through software or system setup and orientation, ensuring they can properly utilize technology resources.
• Performing basic maintenance on systems and hardware to ensure optimal performance. This may include tasks like updating software, running diagnostics, installing patches, replacing parts, etc.
• Documenting support cases and escalating more complex technical issues to the appropriate teams.
• Creating and maintaining support documentation, user manuals, FAQs, and knowledge base articles.
• Providing feedback to improve user experience and identify recurring technical issues.
• Staying up to date with the latest system updates, hardware, software, and technologies used by the organization.

Qualifications :

• Strong technical aptitude
• Customer service skills
• Communication abilities
• Attention to detail.
• Coordinates heavily with other IT teams to ensure users have proper technical support.

Additional Requirements :

• Demonstrated skills in collaboration, teamwork, and problem-solving to achieve goals.
• Demonstrated skills in verbal communication and listening.
• Demonstrated skills in providing excellent service to customers.
• Excellent writing skills
• A high level of integrity and trust
• Teamwork
• Critical Thinking
• Troubleshooting
• Attention to Detail
• Problem Solving
• Verbal and Written Communication

ACU-Serve is an equal opportunity employer and is committed to providing a workplace that is free of discrimination of all types and promotes diversity, inclusion, and respect.

We prohibit discrimination and harassment of any kind based on race, color, sex, gender, religion, creed, sexual orientation, national origin, age, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization. ACU-Serve makes hiring decisions based solely on qualifications, merit, and business needs at the time.