Technical Support Specialist

Posted on Support


PerfectServe® was born in 1999 from a nurse’s experience managing patient messages, a tedious process that frustrated doctor, nurse and patient alike. Using technology from the interactive voice messaging industry, our founder, Terry Edwards, invented a medical answering service alternative that saved time and reduced mistakes.


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

About Company


Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 24 Nov 2021

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