Primary Duties May Include, But Are Not Limited To:

Supervising the daily operations of the customer support department including line and email.
Provide immediate, professional, and courteous customer interaction for all providers/facilities support requests.
Ensure that all actions and discussions pertaining to issues escalated are completely documented in the CRM system.
Walk customers through the problem-solving process wherever possible.
Performs data entry to deliver precise and timely duties/information for the support internal staff.
Setting customer support goals for team members and helping them reach those goals.
Monitor all consults, provider issues and unresolved queries to the appropriate levels of support.
Ensure customer and partner inquiries are responded to within established time frames and customer care and technical support service levels are achieved.
Identify, prioritize, and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
Provide after-hours coverage as part of an on-call rotation schedule.
Ensure proper recording, documentation, and closure of customer issues.
Recommended procedure modifications or improvements.
Ability to maintain records and files for easy access and retrieval.
Additional responsibilities as assigned.