Technical Support Representative

Technical Support Representative

Hagerstown, MD

6 Months

Hybrid position (2 days a week in office 3 days at home); shift hours 10.30AM-7PM after training; 6-month assignment

Description

Comment : The Product Support Specialist (PSS) provides technical and customer service support for client applications. Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions. Our customer base spans medical professionals, students, higher learning faculty and academic researchers who interact with the team via phone, email, and web-based queries. Clients Health LRP Product Support team is recognized for excellence in customer service by Omega Management Group s NorthFace ScoreBoard Award. This award affirms our commitment to best-in-class service and demonstrates that we continue to raise the bar to maintain our status as the premier customer service provider for our industry. Candidates have the opportunity to join a team that is recognized and respected globally by industry colleagues and peers, press and our customers. The PSS will take ownership of issues and manage them through resolution. Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our global support group and other parts of the organization. All activity is recorded in CRM systems for tracking purposes. Full training on our wide product range and all tools necessary to address customer requests will be provided. Ongoing training sessions will be conducted on existing, as well as new products / tools / processes. This position is critical to the satisfaction and success of our customers and serves as the primary contact for problems or questions about all products and services. The successful employee will be expected to adhere to

• s Values in all daily activities. Focus on Customer Success Make it Better Aim High and Deliver Win as a Team Additional Information : Lippincott Solutions for Patient Care |
• Primary Responsibilities : Respond to new account access creation and well as technical and service inquiries within department SLAs. Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately. Utilize CRM systems to log and track all communications related to customer inquiries. Support self-service initiatives by contributing content for customer-facing and internal knowledgebases. Develop and support custom product solutions for individual accounts. Lead on-boarding activities for new customer accounts. Collaborate closely with the sales team to support new business and customer retention efforts. Apply company values to maintain team goals, a collaborative environment, and to meet all service levels. . Secondary Responsibilities : Proactively communicate with customers to introduce new features and functionality and maintain custom solutions. Test upcoming software releases and provide feedback to development / technology teams. Participate on cross-functional teams to prepare the global support team for products and services. Serve as a mentor to new team members. Attend conferences to provide support to sales, marketing, and our customer base. Interacts with : Internal : Global Customer Support, Field and Inside Sales, Quality Assurance, Product Management, Project Management, Release Management, and Global Online Operations. Customers : technical / administrative staff, researchers, information scientists, librarians, library directors, purchasers, clinicians, and students. Interactions with distributors and other third-party vendors are occasionally necessary.

Required skills : Minimum 2-year customer support experience (or equivalent customer facing experience). Excellent verbal and written communication skills Excellent interpersonal skills Proficient with Office 365 and applications within. Experience supporting mission-critical hosted applications. General knowledge of internet technologies / protocols