Summary

Description

Job Summary:

The Customer Support Representative is responsible for providing technical assistance and resolving software-related issues for customers and end-users. This role involves diagnosing, troubleshooting, and resolving application issues through phone, email, or other support channels. The representative collaborates with service technician, account managers, and engineering teams to escalate and resolve complex issues when they cannot be resolved on first contact, ensuring timely communication with customers and delivering exceptional service. Additional responsibilities include documenting solutions, maintaining knowledge bases, and contributing to product improvements based on user feedback. Success in this role requires strong problem-solving skills, technical expertise, and customer-focused communication. The role also involves handling multiple responsibilities within a newly established support department.

Essential Responsibilities:

• Provide remote customer support and resolve issues to the end user's satisfaction.
• Answer incoming calls and requests from clients and staff within Service Level Agreements (SLAs).
• Monitor ticket dashboards and process tickets assigned to the support queue within SLA timeframes.
• Determine the source of errors by reviewing procedures and actions taken by users.
• Execute user setups, password resets, and resolve error messages.
• Walk users through performing diagnostic procedures.
• Communicate solutions effectively and document them for future reference.
• Perform software updates, Apple iOS updates for iPads.
• Configure, troubleshoot, and test iPads and related devices.
• Demonstrate a strong commitment to helping customers in a fast-paced, highly visible environment.
• Work collaboratively in a team environment to deliver excellent customer care.
• Communicate possible application enhancements and bugs to development.
• Train customers on how to utilize our devices, services, features, and additional services.
• Special projects assigned as needed.

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills to build rapport with clients.
• Ability to manage multiple accounts while maintaining attention to detail.

• Familiarity with CRM and ticketing software
• Exceptional customer service skills and phone etiquette.
• Knowledge of Wi-Fi fundamentals.
• Basic knowledge of networking, including internet, IP addressing, DNS, and DHCP.
• Minimum of 3 years of experience in customer service, IT Help Desk, or similar role.
• Proficiency with Apple iPad iOS, desktop PC applications installation and configuration
• Basic iPad troubleshooting skills.
• Experience with Kanji and/or Airwatch a plus
• Technical aptitude to learn proprietary Equiti products and services.

Education and Certifications:

• Some college or certificate course work preferred
• Proven technical skills through relevant experience or training.
• Relevant certification is advantageous.

Relevant Working Conditions/ Physical Demands:

• Remote work, sitting at a computer - 6-8 hours per day

Equiti Health is an Equal Opportunity Employer Committed to creating a diverse and inclusive company culture. We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.