RQI Partners, LLC · 18 hours ago
Senior Technical Support Specialist
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $75K/yr
3+ years exp
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Responsibilities
Leading daily activities of technical support team, in order to deliver excellent service to RQIP customers.
Monitoring team KPIs, and taking corrective action to improve KPI results as needed
Working cross-functionally to drive customer issues to resolution
Provide teams with guidance and support in addressing difficult or complex problems and managing escalated complaints or disputes.
Delivering training to technical support team, ensuring an overall high degree of competence within the group.
Identifying emerging customer support trends; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
Answering incoming customer contacts and responding appropriately, ensuring rapid response times to all inquiries.
Creating support cases in Salesforce system, ensuring proper details are included and escalation processes are followed.
Managing open cases, ensuring timely follow-up and driving case to resolution.
Resolving customer issues and respond to questions related to RQIP programs and platforms and escalate more complex technical issues to the technical support team.
Qualification
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Required
Bachelor’s degree in related field or equivalent combination of education and experience
Minimum 3 years’ experience in a technical customer service role, with an emphasis on technical troubleshooting
Excellent communication skills, both written and verbal
Ability to multi-task and utilize multiple software platforms simultaneously
Basic troubleshooting skills for PC’s
Demonstrated ability to act in a leadership capacity
Preferred
Previous supervisory experience preferred
Benefits
Generous PTO & Holidays
Remote Work Environment (some positions require travel)
Comprehensive Medical, Dental and Vision
HSA & FSA Account Options, with employer HSA contribution
401k with Employer Match & Profit Sharing
Employee Assistance Program
Tuition Reimbursement
Professional Development Opportunities
Student Loan Repayment Assistance
Eligibility for Annual Bonus
Wellness Reimbursement Program
Pet Insurance
Company
RQI Partners, LLC
The American Heart Association and Laerdal Medical formed RQI Partners as their service provider for RQI, HeartCode, and other quality improvement solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
B
Brian Eigel
CEO
Company data provided by crunchbase
