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Joint Commission · 3 days ago

Customer Tech Support

United States

Full-time

Remote

Mid, Senior Level

$47K/yr - $60K/yr

5+ years exp

Joint Commission is seeking a senior level technical support professional to join their customer technical support team. The role involves providing support for customer-facing applications, managing customer accounts, and ensuring high customer satisfaction through effective communication and problem-solving skills.

Health Care

H1B Sponsor Likely

Responsibilities

Provides senior level support for customers on JCR products, with responsibilities including but not limited to, creating customer support cases, logging issues with product lines, technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and case status

Support product implementation of customers by guiding end users to onboarding and training resources as well recommending official trainings and tools as necessary

Customer account support and management: Registering users, assigning product subscriptions, content access and license assignments, monitoring notifications, and reconciling customer accounts

Directly communicates with the customer in all mediums (via phone, live chat, forums, email, remote desktop) throughout the tier 1 customer issue life cycle, escalating issues to tier 2, as appropriate and using official process

Achieves a high level of customer satisfaction by providing a high level of customer service, with demonstrated analytical and problem-solving skills

Manages and maintains the application support knowledge base, writes/updates internal resource guides, email templates and policies

Becomes familiar with product functionality and customer experience of JCR products before launch (and subsequent upgrades) in order to understand customer expectations as well as reports bugs, enhancements and usability issues to the product lines

Help train new employees and temp workers

Assist leadership in other team and business-related matters such as running statistics, reporting, development of training material, etc

Other duties as assigned

Qualification

Customer serviceWeb application supportSalesforceRemedy Help DeskTechnical support forumsAnalytical skillsSpanish languageOrganizational skillsInterpersonal skillsProblem-solving skillsWritten communication

Required

Bachelor's degree or equivalent is required

Superior organizational and customer service skills required for providing customer service and support for Web based commercial software

Minimum 5 years customer service experience, with a focus on web application support preferred: Salesforce or Remedy Help Desk Ticketing System a plus

Strong written skills

Minimum 3 years' experience moderating technical support forums and using chat technologies like Skype, MS Teams, etc

Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels

Must be able to own customer issues, push for resolution and keep the customer informed along the way

Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it

Preferred

Spanish language proficiency is a plus

Experience working with live agent chat a plus

Company

Joint Commission

Joint Commission enables and affirms the highest standards of healthcare quality and patient safety for all.

Founded in 1951

Oak Brook, Illinois, USA

1001-5000 employees

http://www.jointcommission.org

H1B Sponsorship

Joint Commission has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (1)

2023 (5)

2022 (3)

2020 (1)