Technical Support Specialist - Echo Group, The - Conway, NH |
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Technical Support Specialist

Echo Group, The | Conway, NH

Echo Group, The
The Employer has temporarily removed this posting

Technical Support Specialists provide timely and professional application and end-user support to Echo customers via telephone and remote connectivity. As the primary contact between the company and users of the software, they serve a critical role by interfacing with the customer base. This includes sharing customer comments, suggestions and concerns with other departments in the organization, with a goal toward complete customer satisfaction in all areas of service. The nature of the work in Customer and Technical Support demands cross-functional cooperation between various departments within Echo, and as such, requires all employees to work cooperatively and with a positive, teamwork attitude at all times. 

Primary Responsibilities:

  • Review, triage and document all new issues/inquiries
  • Handle problems resolved in fifteen minutes or less
  • Escalate more difficult problems to Tier 2 support
  • Document all activity via CRM
  • Coordinate customer access to p2p365, sFTP, etc.
  • Create Knowledge Base submissions
  • Monitor p2p365 and log potential cases
  • Develop and demonstrate single product familiarity (navigation, setup, etc.)
  • Understand and practice all HIPAA policy and procedures
  • Document and submit product enhancement requests
  • Assist with QA and release testing processes as assigned by Support Manager
  • Direct non-SMA inquiries to appropriate departments (consultation request, custom work, training, etc.)
  • Consistently meet department targets for customer satisfaction, case closure and case engaging.

Behavioral Traits:

The Customer Support Associate must be able to establish and maintain good working relationships. They must present a positive, professional image and maintain confidentiality in necessary business matters.  This individual must be able to multi-task and address situations with a positive approach to problem solving and decision- making. 

Knowledge, Skills and Abilities:

  • Must possess touch-typing abilities
  • Must possess basic diagnosis and problem resolution skills
  • Must possess basic presentation and facilitation skills
  • Able to learn multiple software products and to utilize this knowledge in problem resolution
  • Able to communicate effectively orally and in writing
  • Able to manage multiple tasks in an organized fashion
  • Able to work independently yet able to effectively request and obtain the resources necessary to complete assigned tasks
  • Aptitude for learning complex concepts
  • Must be able to manage multiple priorities
  • Develop critical thinking skills toward autonomous decision making


Bachelor’s Degree or comparable experience. Previous experience in technical support, HelpDesk environment and/or customer service. Previous experience with accounting, medical billing, behavioral health care, meaningful use, crystal reports and/or SSRS, and lab order and/or prescription handling a plus, but not required.

Technical Skills/Requirements:

Proficiency with current and recent releases of MS Windows, Microsoft Office Suite, MS SQL Server or similar SQL packages, ODBC database concepts, and network protocols and environments.

Posted On: 2019-01-25 10:11:01
Closing Date: Open Until Filled
Telecommute: No
Categories: Customer Service, Healthcare, Information Technology
Travel: No Traveling
Similar Jobs: Within 25 miles of 03818, Customer Service, Healthcare, Information Technology