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GBS · 3 weeks ago

Client Service Support Specialist - Healthcare

Youngstown, OH

Full-time

Onsite

Entry Level

1+ years exp

GBS Corp. is a family-oriented employee-owned enterprise committed to learning and development. The Client Service Support Specialist will manage and communicate with assigned Healthcare clients to ensure satisfaction, providing service and support for purchased Healthcare products.

Education

Culture & Values

Responsibilities

Monitor inbound call queue and answer of inbound calls from Clients to gather and document information, provide troubleshooting assistance and offer reasonable expectations on resolution of the issue

Oversee all Client accounts assigned; while providing frequent updates on corresponding Client account support cases

Develop and maintain a professional relationship with Clients

"Owning" the issues that are assigned and providing frequent communication to the Client of updates

Facilitation of 3rd party or manufacturer access to assist in troubleshooting and resolution of issues unable to be resolved internally

Communicate to the Client Account Manager of any escalations or issues that are relevant

Review assigned help desk tickets and ensure they are being addressed appropriately, efficiently, and in a timely manner

Maintain a consistent and dedicated effort to learning updates and enhancements of vertical products and associated applications

Suggest and deliver ideas, concepts, strategies and programs that will make GBS a better support and service company

Provide remote service and diagnostic assistance through web access

Submit ideas and suggestions for the GBS newsletters to promote company image and improve Client communications, as requested

Adhere to all company policies and procedures

Educate and offer Clients additional services and products to address a need as evidenced by support requests and or Client interactions

Deliver expert knowledge, service, limited entry-level training, and assistance for GBS Product offerings, value-add offerings

Possess basic knowledge of Microsoft operating systems, database utilities, backup utilities, design utilities and other third-party GBS product offerings

Provide product configuration tasks

Maintain accurate, timely and thorough Client documentation

Meet with Management to inform them of account status, ongoing issues, opportunities, and potential issues which may cause a negative impact to GBS and the Client experience

Participate in Client reviews and meetings as requested

Installation and maintenance of software product licensing as requested or indicated

Create documentation for Client on issue resolution and publish documentation for internal use

Coordinate with vendors and 3rd parties for the purpose of performing warranty and/or maintenance functions

Perform other duties as assigned and/or assume additional responsibilities as requested

Qualification

NextGen Certified ProfessionalCustomer service experienceHealthcare experienceMicrosoft Office applicationsCoordinate projectsCommunication skillsOrganizational skillsTeam player attitude