Associate Technical Support Representative in Work From Home at West

Job Description

Thank you for considering a career at TeleVox!

For over 30 years, TeleVox, a business segment of the West Technology Group, has been the trusted leader in automating and transforming patient engagement. With 1,000+ enterprise health systems and 10,000+ provider organizations as customers, we seamlessly integrate with leading EHRs to enable real-time communication. Bridging the communication gap in healthcare, we empower facilities, pharmaceutical companies, and life sciences organizations to effectively engage and enhance the patient experience. Discover more at TeleVox.com  

About the Role  

We are seeking an Associate Technical Support Representative to join our team. The Associate Technical Support Representative will assist in addressing inquiries from our Healthcare partners regarding the utilization of our applications. Your role involves resolving issues, with training provided on our applications and programs. Prior technical experience is advantageous. We seek individuals who exhibit critical thinking skills, possess excellent customer service experience, ask insightful questions, are willing to seek clarification from clients when needed, and demonstrate professionalism and teachability. You will be required to translate technical tools or applications we utilize into client-friendly language as part of your problem-solving assistance. 

 Primary Responsibilities and Assignments  

• Serve as the initial point of contact for all incoming client inquiries, ensuring all communications are thoroughly and accurately documented. 
• Resolve technical concerns or questions for assigned clients in an accurate and timely manner. 
• Review technical questions from clients, completely documenting a full review of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders. 
• Escalate requests not within scope of responsibility to appropriate resource and ensure each task is followed to resolution. 
• Partner with internal technical resources to coordinate maintenance tasks, ensuring a timely and complete resolution to client inquiries. 
• Serve as a client liaison which may include participating in problem resolution with other internal teams, as necessary. 
• Accurately respond to technical questions delivered by clients and maintain detailed notes in the customer database, ensuring to escalate requests outside the scope of responsibility to a supervisor. 
• Exercise exceptional customer service skills in an effort to optimize each contact with the client. 
• Ensure that communications are processed in strict adherence to established policies, procedures, and quality standards. 
• Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures. 
• Serves as a direct client contact/interface on notification technical support issues for notification products and services. 
• Uses problem-solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue. 
• Communication with clients may be conducted either via phone or email.   

Required Skills and Professional Background  

• High school diploma or GED 
• Minimum 1 year customer service experience

  Desirable Qualifications and Expertise   

• Associate’s degree 
• Technical customer service experience
• Experience in Healthcare
• Experience with Microsoft Word, and Excel 
• IT Certification (SQL, CompTIA, A+, Network +, Linux +, CCNA, Web/UX Design)

In addition to competitive pay, we understand that employee benefits are an important factor in your choice of where to work. That is why we offer a comprehensive benefits program for you and your family.    

• Medical, dental, vision insurance
• Health savings and flexible spending accounts 
• Mental health and wellness program (EAP)  
• Paid time off including vacation, holiday, and sick time  
• 401(k) retirement plan with company match up to 6% after one year  
• Tuition reimbursement & in house learning platform  
• Service awards. . . and much more  

TeleVox benefits help support better lives for our employees and our learning and development offerings can train them to become the next generation of business leaders.  

Apply today and be a part of Innovative Technology!  

We have discovered the most effective way to create and maintain a global presence is to represent diversity in its workforce. Our company continues to thrive because we employ a unique group of diverse, talented individuals. By encouraging diversity in our workplace and implementing an Equal Employment Opportunity/Affirmative Action Program, we are better able to understand, address and provide the ingenious solutions to which our clients are accustomed. It is our practice that no employee or job applicant be treated unfairly on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any factor unrelated to sound business practice.