Customer Care Advisor L1

The Client Care Advisor L1 role interacts with customers daily to provide technical support for application software over the phone, by email, and through live chat, using creative problem-solving to provide product support and help customers through complex issues. In addition, technicians manage their progress toward results and document customer communication throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven customer contact center

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Essential Duties & Responsibilities

• Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.
• Documents call activity and documents results promptly.
• Develops interpersonal service skills and drives efficiency and results to achieve high customer satisfaction.
• Attends training classes, initiates self-training, participates in CBT (Computer Base Training) and demonstrates application of knowledge and skills gained.
• Demonstrates thorough understanding of our systems, clinical and imaging products, and their interaction with operating systems and environments.
• Proactively pursues projects within the Support team to enhance our business and customer service levels.
• Participates in Teams Chat room based on assigned subject groupings
• Demonstrates initiative to constantly increase knowledge and skills in products they are assigned.
• Constantly and proactively improves customer service skills.
• Demonstrates understanding of internal systems and meets baseline skills for their use.
• Demonstrates a basic understanding of operations metrics and purpose.
• Demonstrates a basic understanding of the company mission and Greenway Health products.
• Escalates unresolved customer cases as needed L1 Subject Matter Expert (SME)
• Utilizes Knowledge Base in researching issues.
• Contributes to our knowledge base article database for assigned products.
• Assists in training co-workers and acts as a mentor to Associate Customer Support Technicians as directed.
• Participates in Team Chat room based on assigned subject groupings Participates in EAP (Early Adopter Program) as directed

Education and Experience

• High School Diploma/GED
• Bachelor’s degree or equivalent relevant work experience 6 months in a Greenway Support role preferred

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Skills, Knowledge, and Abilities

• Demonstrates understanding of internal systems and meets baseline skills for their use.
• Demonstrates a basic understanding of operations metrics and purpose.
• Demonstrates a basic understanding of the company mission and Greenway Health products.
• Escalates unresolved customer cases as needed L1 Subject Matter Expert (SME)
• Utilizes Knowledge Base in researching issues.
• Contributes to our knowledge base article database for assigned products.
• Assists in training co-workers and acts as a mentor to Associate Customer Support Technicians as directed.
• Participates in Team Chat room based on assigned subject groupings Participates in EAP (Early Adopter Program) as directed
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
• Ability to demonstrate detailed knowledge of specific products or O/S skills
• Thorough understanding of clinical and practice management and a basic understanding of imaging and/or peripheral systems