Technical Support Specialist (Remote)

Skilled Wound Care is seeking an experienced Technical Support Specialist to join our team and provide exceptional technical support to clinical facilities, healthcare providers, and internal staff. The successful candidate will be responsible for resolving technical issues and providing clinical support through various communication channels, such as phone, text, helpdesk, and email. In addition, the Technical Support Specialist will collaborate with departments including clinical quality assurance, medical billers, and clinical liaisons to deliver world-class support to our facilities and doctors. This position requires flexibility in working hours based on business needs. Candidates must possess a minimum of 2-3 years of experience in IT or technical support roles and have a strong knowledge of iOS, Android, Windows, and Mac operating systems. Prior experience in healthcare and electronic health record systems is preferred. Excellent organizational skills, time management, and fluency in spoken and written English are essential for this role.

Responsibilities:

• Provide technical support to clinical facilities, healthcare providers, and internal staff via phone, text, helpdesk, and email while maintaining a high level of professionalism and customer service.
• Resolve technical issues related to software, hardware, and systems, ensuring timely resolution and minimizing downtime.
• Collaborate with departments, including clinical quality assurance, medical billers, and clinical liaisons, to deliver world-class support services and ensure customer satisfaction.
• Maintain accurate and comprehensive records of customer inquiries, issues, and resolutions in the ticketing system for reference and reporting purposes.
• Communicate effectively and empathetically with customers, demonstrating active listening skills and clear communication.
• Stay up-to-date with the latest technological advancements and continually expand knowledge in iOS, Android, Windows, and Mac operating systems.
• Facilitate knowledge sharing by assisting in the development and maintenance of technical support documentation, including knowledge base articles and FAQs.
• Escalate complex or unresolved issues to higher-level technical support or appropriate internal departments for further investigation and resolution.
• Assist in testing and quality assurance activities for software releases and updates, providing feedback and identifying any potential issues.
• Adhere to service level agreements (SLAs), meeting or exceeding defined response times and resolution targets.

Requirements:

• 2-3 years of experience working in IT or technical support roles, preferably within a healthcare or clinical environment.
• Fluent spoken and written English required
• Proficient in providing technical support via phone, text, helpdesk, and email, with a strong focus on customer service and problem-solving skills.
• Extensive knowledge and troubleshooting experience with iOS, Android, Windows, and Mac operating systems.
• Familiarity with electronic health record systems and healthcare IT infrastructure is preferred.
• Excellent organizational skills and the ability to manage multiple tasks effectively, prioritizing work to meet deadlines.
• Fluency in spoken and written English, with strong communication skills and the ability to understand and articulate technical concepts effectively.
• Strong interpersonal skills, able to collaborate effectively with colleagues and stakeholders from various departments.
• Flexibility in work hours, capable of covering shifts from 6:30 AM PST to 10 PM PST based on business needs.
• Quick learner with the ability to adapt to evolving technologies and acquire new technical skills.
• Possessing a calm and composed demeanor, even in high-pressure situations, and capable of delivering high-quality support consistently.

Details:

• Must be willing to work US hours. This position requires flexibility in working hours, covering shifts from 6:30 AM PST to 10 PM PST, based on business needs, including working independently on weekends if assigned.
• Must be fluent in English
• This position will be a full time Independent Contractor role
• Pay: $5.00-$8.00 USD/hr depending on experience

If you meet the qualifications outlined above and are ready to contribute to a team dedicated to providing exceptional technical support to clinical facilities, healthcare providers, and internal staff, we encourage you to apply!