Technical Support Specialist

Full time PerfectServe in Customer Service
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Job Detail

  • Offered Salary Competitive

Job Description

Technical Support Specialist

at PerfectServe

Position Overview
The Technical Support Specialist (TSS) is responsible for providing front-line technical support and assistance to client administrators and end users for software-related issues. This includes receiving, prioritizing, documenting, and actively resolving user requests. Problem resolution may include the use of diagnostic, tracking, and troubleshooting tools, and requires hands-on support to the client while ensuring the highest level of customer satisfaction.


  • Triage incoming client calls and email requests into our ticketing system
  • Document all pertinent user identification information including name, health system, department, contact information, and description of the issue
  • Record, track, and document the problem-solving process, including all decisions made and actions taken through to the final resolution
  • Support consultants in ensuring all support issues (even those out handled outside formal support channels) are properly documented and tracked in internal systems
  • Troubleshoot schedule configuration and system issues
  • Identify, reproduce, report, and escalate system issues and bugs impacting clients
  • Prioritize incoming issues and escalate complex technical issues to the appropriate Technical Account Manager, when required
  • Leverage internal knowledge base documentation and frequently asked question resource aids in problem resolution
  • Validate proposed solutions to ensure the problem has been adequately resolved and walk-through corrective steps with the client, performing post-resolution follow-ups to requests
  • Identify and learn appropriate software used and supported by the organization
  • Develop help documentation and knowledge base articles for administrator and end user support
  • Maintain a high level of customer satisfaction, and strive to exceed expectations in approach to solving client issues
  • Meet or exceed all support goals related to request turnaround times and client satisfaction levels
  • Collaborate with other departments within Lightning Bolt to deliver best possible solutions to meet client needs
  • Strategize with leadership on opportunities to improve the Lightning Bolt support system, ensuring clients are aware of and effectively leveraging the available support channels
  • Additional duties, as needed, to support this position, customers, and teammates:
    • Training sessions: Ongoing webinar trainings for customers and New admin training for existing customers
    • License count updates
    • Client list management
  • Client check-in calls as requested by Maintain Manager
  • NPS Follow Up calls, as requested by Maintain Manager
  • Optimized “Lite” – deployment of basic optimized rules as requested by Deploy Manager

Success Factors:

  • Troubleshooting, analytical, and problem solving skills
  • Product expertise and the ability to apply Lightning Bolt to solve client problems
  • Ability to juggle multiple tasks in high-pressure situations
  • Ability to drive process change
  • Excellent communication skills include written and verbal
  • Ability to educate customers on software to empower self-administration
  • A passion for exceptional customer service with a customer-first mentality
  • Questioning attitude with a strong growth mindset
  • Excels in ambiguous situations where one’s critical thinking and troubleshooting skills are utilized
  • Highly organized with a strong sense of urgency and can prioritize requests with a strong focus on meeting deadlines.
  • Strong communicator, both written and verbal with a proven ability to convey technical matters
  • Strong work ethic with a team-oriented approach
  • Process-minded with an ability recognize trends

Career Path and Growth Opportunities
PerfectServe welcomes growth in our company and provides all employees with opportunities. Typically a new employee is expected to be in their role for at least 12 months, before pursuing other roles in the company. Lightning Bolt has career path outlines as a guide for every position.

Essential Qualifications
Bachelor’s degree, Associates degree, or 3+ years of similar experience

PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.

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