ChiroTouch is hiring a
Technical Support Associate, United States

Summary

The job is a Technical Support Associate position at Integrated Practice Solutions (IPS), a company specializing in practice management software. The role involves handling technical support calls, troubleshooting issues related to their software ChiroTouch, and meeting service level metrics. The employee will also coordinate with peers for proper coverage and utilize the Salesforce CRM system.

Requirements

• 1-2 years of experience in a customer service/support role is required
• Previous call center experience is required
• Excellent verbal and written communication skills are required with an emphasis on phone etiquette
• Works hard with little supervision
• Detailed-oriented with exceptional documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

Responsibilities

• Answer phone calls from clients to identify and resolve technical issues affecting ChiroTouch applications in Microsoft Windows Operating System and Apple iPadOS environments
• Meet or exceed call center metrics and service levels
• Schedule and engage in follow-up calls with clients regarding ongoing technical issues
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations
• Determine eligibility by comparing client information to requirements
• Utilize active listening and empathy skills
• Resolve technical escalations from the Product Support phone and chat team
• Track and monitor all client interactions using the Salesforce CRM system

Preferred Qualifications

• 1-2 years of computer application-based technical support experience or IT experience is preferred
• Apple iPad & Parallels knowledge is a plus
• Familiarity with HIPAA regulation is preferred