Technical Support Specialist; Healthcare industry

Salesforce Technical Support Specialist (Healthcare industry)

Duration: 6 month contract (possible extension).

Location:

100% remote. Pay: $30/hr (W-2). Must work CST hours. 24/7 coverage required across holidays, overnight, evenings, weekends, 1-2 times a month. Normal schedule 8‑5 CST; may shift to 9‑6 after training and adjust for business needs (possible 10‑7).

Client Technical Support agent will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

• Troubleshoot product and technical issues.
• Determine severity and scope analysis of issues, inquiries, and requests.
• Communicate effectively with clients via telephone or email.
• Manage all client related issues in Salesforce CRM.
• Escalate complex issues to technical and product resources with the appropriate information to resolve the customer’s inquiry.
• Manage customer and user configurations.
• Educate and empower customers to maximize utilization of products, tools, and services.
• Maintain proficient knowledge of all product and service changes.
• Monitor system status and communicate issues that need attention internally and externally.
• Initiate proactive customer communications.
• Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use.
• Document solutions in articles that can be reused internally and externally.
• Use each interaction to build relationships between the customers and the Experian brand.

• Minimum of 2 years’ experience in healthcare IT, Support, or SaaS industry.
• Strong prioritization and planning skills.
• Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.
• Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying.
• Ability to remain calm and even‑keeled with frustrated customers.
• Flexibility to manage unforeseen situations outside of the agent’s control.
• Patience to manage repetitive customer support issues.
• Organizational skills to prioritize and differentiate important tasks from urgent ones.
• Displays outstanding customer service attitude.
• Positive disposition that allows the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.
• Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization.
• Exhibits highly analytical, intensive research and reconciliation skills.

Degree for 2 years’ experience; a higher level of experience can replace a degree.

Broad understanding of healthcare preferred (Not required).

• Medical Insurance & Health Savings Account (HSA).
• 401(k).

Mid‑Senior level

Full‑time

Information Technology

Staffing and Recruiting