ChiroTouch is hiring a
Technical Support Associate

Summary

The job is for a Technical Support Associate at Integrated Practice Solutions (IPS), responsible for handling technical support calls and troubleshooting issues related to their software ChiroTouch. The role requires 1-2 years of experience in a customer service/support role, computer application-based technical support or IT experience, previous call center experience, excellent communication skills, hard work ethic, attention to detail, and basic understanding of Microsoft Windows administration tools, Microsoft SQL Server, network concepts, and HIPAA regulations.

Requirements

• 1-2 years of experience in a customer service/support role is required
• 1-2 years of computer application-based technical support experience or IT experience is preferred
• 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

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
• Resolve technical escalations from the Product Support phone and chat team
• Track and monitor all client interactions using the Salesforce CRM system
• Coordinate with peers to provide proper coverage for all appointments

Preferred Qualifications

• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
• Apple iPad & Parallels knowledge is a plus
• Familiarity with HIPAA regulation is preferred