Job Description
Job Description
The Role
We are looking for two reliable, personable, and proactive Technical Support Representatives to join our team for a 60-day mission. Our company operates a 24-hour nurse triage center, and your primary goal is to ensure the nurses who care for our patients have the technical access they need to do their jobs effectively.
You will be the first line of defense, handling urgent calls and tackling a backlog of support tickets. If you enjoy helping people, have a "can-do" attitude, and are comfortable with basic software troubleshooting, we want to talk to you.
What You’ll Do
- Prioritize Urgent Calls: Answer incoming phone calls from nurses and staff, providing immediate assistance with technical roadblocks.
- EMR Support: Assist users with access to our Electronic Medical Record (EMR) system (training provided). This makes up about 70% of the volume.
- Troubleshooting: Solve common issues within Microsoft Office 365 (Teams, Outlook) and RingCentral.
- Ticket Management: Proactively work through a backlog of tickets using Zoho Desk during downtime between calls.
- Escalation: When a problem is outside the scope of your documentation, you’ll coordinate with client support teams via email or phone to ensure a resolution.
Who You Are
- A Great Communicator: You have an excellent "bedside manner." You are warm, personable, and can build rapport quickly with medical professionals who may be under stress.
- Tech-Savvy Enough: You don't need to be a senior engineer. If you can navigate Windows, troubleshoot Outlook, and have used remote desktop tools (like Datto), you’re in great shape.
- A Self-Starter: You don’t wait to be told what to do. Especially on the evening shift, you’ll use your initiative to chip away at the ticket backlog whenever the phones are quiet.
- Reliable: You understand that our nurses depend on your support to provide patient care.
Requirements
- Experience in a customer service or basic technical support role.
- Familiarity with the Microsoft 365 suite.
- Ability to work on-site in Brentwood, TN (Nashville area).
- Ability to commit to the full 60-day duration of the contract.