Technical Support Specialist, L2

Location Cincinnati

Schedule: Hybrid (3 days in office weekly)

Job Summary

What You Will Do

• Ongoing daily outreach to customers to ensure network quality standards and troubleshoot 
• Schedule logistics coordination of onsite visits; with ownership of customer satisfaction 
• Identify root cause analysis of offline devices  
• Build relationships with both customers and vendors 
• Efficiently respond to practice and partner questions issues; effectively collaborate with appropriate service resources to ensure resolution in a timely manner 
• Meet performance standards for quantity and quality of customer interactions 
• Autonomously manage and troubleshoot issues 
• Develop thorough knowledge and understanding of customer challenges, expectations and success measure 
• Develop ongoing documentation of practices for all customer interactions 
• Work collaboratively with internal Customer Success and Onboarding Teammates 
• Maintain expert knowledge of PatientPoint products and services. 

What We Need

• Minimum 2 years’ experience in customer service role
• Associate degree or equivalent professional help desk/ technical work experience 
• Ability to interface with all levels of people from IT personnel, Doctors, technicians 
• Consistent ability to craft clear, grammatically correct, and professional business communication 

Desired Qualifications

• Strong work ethic and quality standards 
• Detail-orientation – strong attention to detail and focus on accuracy 
• Proven problem solving and decision-making skills 

What You’ll Need to Succeed 

• Professional demeanor to successfully represent and serve as part of the PatientPoint brand 
• Ability to quickly learn the Company’s products and services 
• Curiosity and a commitment to continuous learning 
• Motivated self-starter who proactively takes initiative 
• Poise under pressure and ability to work in a fast-paced, high-stress environment 
• Highly effective problem-solver with ability to quickly acknowledge when issues should be escalated 
• Excellent verbal and written communication skills 
• Strong interpersonal skills – ability to establish and maintain influential relationships, utilize empathy, and collaborate closely across multiple teams 
• Exceptional organizational skills and ability to juggle competing priorities
• Advanced skills in Microsoft Word, Excel and PowerPoint  

#LI-Hybrid  

#LI-ED1