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Technical Services Specialist

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Operations
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MCG Health, LLC
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1804311 Requisition #

We’re looking for an awesome Customer Support person to join our Technical Services team and wow our customers. In this role you’ll be the first point of contact for customer issues which come in primarily over email, through our website, and over phone. Our ideal candidate has good problem-solving skills and an ability to learn new technologies. Most importantly, though, we’re looking for someone with a passion for customer service and ability to empathize with their challenges. You’ll be a part of a collaborative team and have opportunities to grow your skillset and further your career.

  

In this role you will:

  • Engage all customers with patience and understanding, building a partnership to resolve their issues
  • Accurately and efficiently manages the case queue escalating as necessary
  • Create and maintain cases in our ticketing system (Salesforce) and manage through to resolution/closure
  • Collect accurate data on each case enabling more efficient problem resolution and better management of issues
  • Follow group processes and procedures and contributes to continuous improvement of both
  • Learn the functionality, underlying platform technologies, interfaces, and deficiencies across all MCG solutions
  • Establish and maintain effective working relationships with a variety of people including MCG staff, customers, and partners
  • Participate in 24x7 on-call rotation with the rest of the team

 

We'd love to hear from you if:

  • You have experience in customer service and client facing roles, preferably in technical or application support roles, though all considered
  • You are able to communicate clearly with technical staff and non-technical users over email as well as over the phone
  • You have strong problem-solving skills and an aptitude for learning and troubleshooting technology
  • You're a self-starter with a sense of ownership of all assigned support cases and ability to to properly manage and escalate issues as needed
  • You're a service oriented team player with a collaborative approach to customer and peer interactions
  • You're adaptable, able to multi-task and meet deadlines despite multiple and conflicting priorities
  • You're comfortable using MS Office and other Microsoft products, though experience with a ticketing and/or database systems preferred
  • You have a Bachelor’s Degree or equivalent work experience

 

MCG empowers Doctors and Nurses to make the best patient care decisions with evidence-based guidelines accessible through a digital platform. What we do literally makes a difference in people’s lives, and that’s especially true of this role. So if you love customer service, are interested in technology and want to work in a collaborative environment where you can grow, please apply today!


 

We embrace diversity, equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. It is only with diverse thoughts and ideas that we'll be able to create the change we want in Healthcare. The more inclusive we are, the better our work will be for it.

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