Customer Support Specialist

Location: Remote within the United States; work hours aligned with the Central Time Zone.

Company

hirify.global provides managed services and technology support for clients using electronic health record software.

What you will do

• Provide first-level support for inbound interactions and requests from end users, staff, and patients.
• Take end-to-end responsibility for support needs and deliver timely, reliable, and courteous service.
• Troubleshoot Microsoft Office and technology-related incidents in a fast-paced ITIL-managed environment.
• Manage support queues, follow service levels and standard operating procedures, and escalate in-depth issues appropriately.
• Improve work instructions, procedures, and knowledge-base documentation.
• Mentor and assist with training new Customer Support Specialists.

Requirements

• High school diploma or equivalent.
• Strong verbal and written communication, interpersonal, organizational, and customer service skills.
• Technical writing experience and the ability to respond professionally by phone, email, chat, and voicemail.
• Experience troubleshooting Microsoft Office.
• Ability to type at least 25 words per minute and work effectively in a high-paced environment.
• Availability for Monday-to-Friday first-shift hours aligned with the Central Time Zone and 40 hours per week.

Nice to have

• Two years of customer service experience.
• Call center experience.

Culture & Benefits

• Remote work with 100% telecommuting.
• Structured operations based on ITIL methodology and standard operating procedures.
• Full-time, hourly, non-exempt position.
• Work includes prolonged periods of sitting at a desk and using a computer; occasional lifting of up to 15 pounds may be required.