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For your reference, we have included the original job posting below.
CUSTOMER SUPPORT TECHNICIAN II - healthcare background is a must!
Job Number:
22806482
Company Name:
Sage Software, Inc.
Job Location:
Scottsdale, AZ
Job Category:
Information Technology
CUSTOMER SUPPORT TECHNICIAN II - healthcare background is a must!
CUSTOMER SUPPORT TECHNICIAN II - healthcare background is a must!
Job ID: 2010-3822 Division: Sage Healthcare Division (SHD) Location: AZ-Scottsdale Category: Customer Support and Service Relocation Assistance Available: No Position Type: Full-Time
More information about this job: Overview: Provides in-depth technical support for application software, operating systems and integrated 3rdparty products to End-Users and Resellers via telephone and remote connectivity. Manages progress toward results and documents customer communication throughout the “life-cycle” of a reported issue.
Responsibilities:
Responsibility % of time 1. Customer Issue Management- Provides knowledgeable technical and functional assistance, including in depth troubleshooting guidance to external customers, in a prompt and courteous manner. Devises technical resolutions and fixes that are more permanent in nature. Exhibits interpersonal service skills and efficient results to achieve a high level of customer satisfaction. Demonstrates thorough understanding of our POMIS systems, Clinical and Imaging products and their interaction with operating systems and environments. 55% 2. Documentation- Documents call activity and results promptly in Siebel. Contributes, as directed, to our knowledge database for assigned products. 30% 3. Internal Technical Consulting- Assists in technical training of co-workers. Proactively pursues projects within the Technical Support team that will enhance our business and customer service levels. 5% 4. Personal Development- Uses self initiative to constantly increase knowledge and skills in products they are assigned to support, as well as constant improvement in customer service skills. Attends training classes, initiates self training and demonstrates application of knowledge and skills gained. 5% 5. Other Dept Interaction- Provides detail bug analysis to R&D/Product Development via bug tracking system. Communicates priority of fix releases required for assigned application(s) to R&D/Product Development. Performs the following, as requested by management: contributes to documentation reviews, product reviews, quality testing of products, and conference calls with clients relating to issue management. 5%
Qualifications:
Education: Degree in Computer Science, Business Administration or Accounting, or equivalent work experience. Experience: 3 - 5 years of business or business related training in a customer service environment. Healthcare industry experience (medical billing, clinical workflow, etc.) is preferred. Skills & Certifications: * Technical competencies preferred: Windows Server and Workstation O/S’s, SCO, Linux, and AIX, networking wireless, VPN and WAN connectivity and common peripherals. Excellent Microsoft Office product knowledge. * Strong oral and written communication skills and problem solving/analytical skills. * Excellent customer service skills. * Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision. * Ability to demonstrate detailed knowledge of specific product, advanced programming or O/S skills. * Thorough understanding of our POMIS systems, Clinical and/or Imaging products and their interaction with operating systems and environments. * Knowledge of Community Health Center terminology including Sliding Fee Scales, UDS/HCQR grant reporting and clinic rates. * Knowledge of Community Health Center billing, including group billing and UB paper formats. * Understanding of ANSI 837 EDI formats including Institutional, Professional and Dental.
Submission Options:
* Apply for this job online * Email this opportunity to a referral
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