Customer Support Specialist

Location: Remote within the United States; Monday through Friday, 11:30am–11:00pm CST.

Company

hirify.global provides managed services support involving customer service, ITIL-based operations, and Electronic Health Record software.

What you will do

• Provide first-level support for inbound requests from end users, staff, and patients by phone, email, chat, and voicemail.
• Take end-to-end responsibility for support needs and deliver timely, reliable, and courteous service.
• Manage support queues, follow standard operating procedures, and maintain service-level performance.
• Troubleshoot Microsoft Office and assist with escalating in-depth issues from the Level 1 support group.
• Improve work instructions, procedures, knowledge databases, and technical documentation.
• Mentor and assist with training new Customer Support Specialists.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written communication, interpersonal, organizational, and customer service skills.
• Technical writing experience and the ability to work in a fast-paced, sometimes stressful environment.
• Experience troubleshooting Microsoft Office.
• Ability to type at least 25 words per minute and prioritize or delegate tasks appropriately.
• Exceptional attendance is required.

Nice to have

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

Culture & Benefits

• 100% remote work arrangement.
• Hourly, non-exempt position.
• Work focused on managed services, ITIL methodology, and continuous improvement.
• Physical requirements include prolonged computer work and occasional lifting of up to 15 pounds.