Global Medical Response · 1 day ago

Customer Service and Support Specialist Transport.net

Denver, CO

Full-time

Remote

Mid Level

$65K/yr - $75K/yr

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Responsibilities

Document all support activity utilizing established tracking processes.

Document and report issues utilizing established escalation processes.

Monitor incoming support requests, research issues, and provide a response as quickly as possible, with a maximum limit of 1 business day.

Maintain ongoing communication with users ensuring they are informed of any changes in the system and have a mechanism to report issues and make suggestions for improvement.

Assists with the development of training curriculum and conducts formal training sessions covering assigned systems.

Maintains systems configuration and standardized reference information.

Assists Business Analysts in the feasibility of, and develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the business (GMR) and users (Customers).

Tracks and fully documents change for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.

Acts as a liaison between end-users, business analysts, technical analysts, information technology analysts, consultants and leadership in the analysis, design, implementation, configuration, testing and maintenance of systems to ensure optimal operational performance and customer service.

Identifies opportunities for improving business processes; assists in the preparation of proposals to develop new systems and operational changes.

Reads and interprets systems and functional technical literature and translates in terms understandable to the end-users.

Assist with user acceptance testing, customer training, and ongoing customer-facing support.

Assist with new system/feature functionality reviews and user acceptance testing for system enhancements and new software versions.

Researches and prepares statistical reports using data. Consolidates information into cohesive and understandable correspondence or other written form for use in management decision-making.

Qualification

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Business process specificationsComplex business problem analysisSoftware as a ServiceProject documentationOutlookMS TeamsExcelSmartsheet

Required

High School diploma or GED required.

Understanding the philosophy of 'Software as a Service'

Demonstrated understanding of the relationship between people, process, and technology especially as it relates to service delivery and process improvement

Skilled in developing business process specifications; procedures and methods for testing business functions within computer systems; principles and practices of producing effective project documentation including business functions, manuals, and configuration documentation

Ability to analyze complex business problems, evaluate and integrate business processes and procedures; apply creative thinking in the use of communications systems and develop innovative business processes

Understanding of Outlook, MS Teams, Excel, and Smartsheet

Flexible to work evenings and weekends on occasion as required

Flexible to travel frequently as needed