Customer Support Specialist

The HST Pathways Support Specialist serves as the customer’s point of contact for all service and support related questions for all HST Pathways application offerings. The support specialist role requires the ability to troubleshoot and resolve application and customer workflow problems with exceptional customer service skills, as well as going above and beyond client expectations. The role requires a self-starter, team player, detail-oriented, able to multi-task, technical troubleshooting, and someone who can communicate effectively to all levels of the organization as well as external parties.

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Primary job duties and responsibilities include the follow:

• Problem-solver with exceptional customer service skills, going above and beyond client expectations
• Deliver an exceptional client experience by identifying and documenting client needs and issues
• Answer incoming customer inquiries, effectively applying problem solving techniques, educating clients and following issues through to their successful resolution
• Provide consistent, timely, professional and high-quality client support, every day, all the time, no matter what
• Establish procedures to ensure client satisfaction and quality service delivery
• Communicate and collaborate across teams and departments to help solve issues
• Replicate and document issues for further escalation
• Participate in quality assurance and application testing of software as required

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Qualifications

• Bachelor’s degree recommended.
• Proficient in MS Office and related products
• You must be technically savvy with an ability to easily learn new software (echart or practice management experience preferred)
• Healthcare or clinical experience preferred
• Exceptional communication skills for both internal and external communications
• Able to manage many ongoing activities and tasks in a fast-paced environment