Customer Support Specialist - All Shifts in Boise, ID at Johnson Service Group

Date Posted: 2/23/2021

Job Snapshot

Job Description

JobID: 382602

JSG is hiring Customer Support Specialist for a contract - hire role in Boise, ID. 

Job Duties:

  • Responds to inbound calls and emails arriving randomly to the technical support line or inbox. Occasionally offers chat support through the same support line.
  • Using approved communication guidelines, responds to customer concerns or inquiries.
  • Answers questions and troubleshoots issues related to use of the connect application (including our PC/Mac software data uploader), HCP Portal, Mobile app, and other future software applications.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
  • Participates in shadowing and reverse shadowing and assists with training of new agents as needed.
  • Performs timely and satisfactory resolution of calls and on-line contacts.
  • Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
  • Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
Experience and Education:
  • High School diploma required.
  • 1 year previous experience in a Customer Service preferred but not required. 
  • Working knowledge of Microsoft Office applications including Word, Excel and Outlook preferred.
  • Knowledge of in network security and familiarity with processes such as driver installation.
  • Ability to type at least 55wpm with a high rate of accuracy.
  • Experienced with use of electronic documentation systems preferred.
  • Experience working in a HIPAA environment highly preferred.
  • Previous IT helpdesk experience preferred.
  • Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, antivirus software capabilities, server configuration and communication.
  • Bilingual Spanish/French encouraged.

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