Technical Developer/Support Specialist providing technical and developer support for Niagara based hardware and software solutions. Experienced in troubleshooting automation software and assisting developers.
About the role
- Customer Support Representative assisting TherapyNotes customers with software navigation and support issues. Training users and handling inquiries to enhance user experience for behavioral health software.
Responsibilities
- Train customers on how to properly navigate and use the TherapyNotes software
- Educate customers about core software features
- Help answer complex questions and support calls about specific TherapyNotes functions
- Monitor a high volume of support requests and provide support assistance
- Maintain call and email database by logging support ticket information in multichannel applications
- Maintain high standards, attention to detail, accuracy and completeness
- Maintain strong knowledge and a thorough understanding of TherapyNotes features and value adds
Requirements
- Customer Service Experience
- Flexible work hours required including limited nights and weekends
- Tech savvy: excellent computer and technical problem solving skills
- Experience working in a software support, call center, training or inside sales environment is a plus
- Experience with multichannel customer support / help desk software is a plus
- Excellent verbal and written communication skills
- Effectively exchange information via telephone, email, and instant messaging platforms
- Strong competence and comfort listening and responding to customer needs and concerns
- Ability to exercise composure when operating under stressful situations
- Excellent time management skills
- Team player that carries their weight, has a willingness to grow and strives for excellence
- Interest in working in an entrepreneurial, small to mid-sized business environment
Benefits
- Employer sponsored health, dental, vision, life, and disability insurance
- Retirement plan with company contribution
- Annual company profit sharing
- Personal development/training budget
- Open, collaborative work environment
- Extensive 2-week onboarding plan
- Comprehensive mentorship program
- Company provided refreshments and occasional lunches
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