Technical Support Specialist I

Summary

Join API Healthcare as a Technical Support Specialist I, providing superior assistance to our external client base on primarily one main API Healthcare software solution.

Requirements

• Associate degree or higher in a technical or business related field preferred
• OR Two years related experience and/or training, or equivalent combination of education and experience
• Successful completion of required training on all supported platforms of one API Healthcare solution (i.e. Time & Attendance, Staffing & Scheduling, Human Resources & Payroll), or equivalent industry experience
• Basic to advanced working knowledge of one main solution (Time & Attendance, Staffing & Scheduling, or Human Resources & Payroll), or equivalent industry experience
• Strong PC and web-based software skills, including MS Office products and Windows operating systems
• Ability to create and update basic T-SQL scripts to manipulate data or return information
• Basic to intermediate knowledge of all SQL Platforms to include SQL Replication
• Basic to intermediate knowledge of database structure
• Basic to intermediate knowledge of troubleshooting tools
• High level of aptitude for learning complex hardware/software solutions
• Works effectively both independently and as part of a team
• Sound ability to explain technical concepts to non-technical users
• Strong and creative troubleshooting, problem solving, and analytical skills
• Ability to prioritize, multi-task, and thrive in a fast-paced environment and adapt to changing priorities seamlessly
• Exceptional verbal and written communication skills
• Strong interpersonal skills in working with a professional client base
• Excellent organizational skills with attention to detail
• Ability to understand API Healthcare’s culture

Responsibilities

• Provide assistance to our external client base via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software
• Perform remote dial-in support to clients as needed
• Diagnose, troubleshoot, and resolve application/device questions and potential issues
• Provide education to clients on functions and features while working with them so they can become more self-sufficient
• Properly escalate potential problems as needed to next tier, leadership, etc
• Clearly and concisely document all correspondence and activities related to tickets in client tracking software
• Seek continuous API Healthcare solution knowledge and industry knowledge
• Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or API Healthcare as a whole
• Work to meet or exceed individual, department, and corporate goals and imperatives
• Perform other duties and projects as assigned