• Effectively respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
• Act with determination and full ownership to resolve all cases with importance on first contact resolution
• Develop and understanding of client product knowledge, architecture, and solutions
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
• Exhibit a speed to success through effective troubleshooting
• Showcase the ability to resolve synchronization software functioning issues
• Responsible for managing cases and ensuring timely resolution of client concerns
• Provide expert advice to assist clients with the health of their business through using Solutionreach software
• Demonstrate drive for the success of our client’s practices
• Must be able to effectively problem solve intense software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together
• Effectively communicate with the client base via phone email and chat

• Have at least 2+ years’ experience in the field of technology with additional client service experience
• Proficient and experienced in Windows workstation and server environments
• Strong communicator and social skills
• Familiar with one or more database types
• Able to troubleshoot, test, report, document, install and train on software
• Strong English written and verbal communication skills
• Tech savvy with an understanding of how medical practice needs can be better supported through technology

• Prior experience in the Saas industry
• Prior consultant experience in assisting customers to utilize software effectively
• Knowledge of Max OS workstations and server environments
• Command prompt and terminal command knowledge
• Other related medical software and/or technology experience
• Medical office experience working with PM/EMR/HER software on a day-to-day basis
• Prior case/account leadership

• High customer satisfaction.
• Achievement of pre-defined KPIs and SLAs.
• Excellent feedback from customers.