Technical Support Representative 1

Location: Baltimore, MD 21201 Status: Full Time, Employee Job Category: Customer Support/Client Care Company: PracticeWorks, Inc. Reference Code: 11000 Technical Support Representative 1 General Summary: Under close supervision, responsible for responding promptly and accurately to basic support requests from clients. Essential Duties & Responsibilities: • Provide exceptional customer service and support via ACD (automatic call distribution), outbound calls, email or fax as specified within company standards and guidelines. • Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research. • Log issues and resolutions thoroughly in the CRM. • Provide input for new products, features, product usability and supportability. • Escalate issues to Technical Support Analyst or Supervisor as needed. • Submit proposed solutions to basic issues in knowledge base and internal/external documentation. • Perform shift work and beeper coverage as scheduled. • Perform any tasks as directed by his/her supervisor. Required Knowledge, Skills and Abilities:• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups. • Bachelor’s degree in technical or business subject or equivalent business experience. • Excellent verbal and written communication skills and the ability to make decisions independently. • One (1) year experience in a technical service-related field and a thorough knowledge of all applicable PracticeWorks products, operating systems and MS applications (Windows 9x/NT/2000/ME/XP; DOS operating systems; MSWord, Excel and others). • Demonstrates the ability to solve common problems and to provide immediate solutions. • Successful completion of TSR certification program within one year from date of hire. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. PracticeWorks is proud to be an EEO/AA employer MF/F/D/V