Technical Support Specialist / Customer Support Representative

About Harmony:

Harmony Information systems is a leading provider of software solutions for the health and human services sector.  Founded in 1998 and privately held, Harmony is building an innovative, rapidly-growing business in the multi-billion dollar market for Health and Human service IT solutions.  Traditionally served by established System Integrators offering costly, highly complex solutions with long implementation lead times, this is a large market ready for new solutions.  Harmony’s deep domain expertise in this market, combined with its quick delivery of customizable software solutions has resulted in significant customer wins and positions Harmony well to continue to lead the market and drive rapid company growth.

 

Position Purpose:

The Customer Support Representative is responsible for developing, maintaining, and maturing the overall Harmony customer service experience for our clients. In this position, the CSR will learn new technology, troubleshooting skills and work in a rewarding atmosphere. The individual will become the backbone of Harmony and use the skills learned and demonstrated to grow within the department and in the organization. The Support team is respected for their skill set, initiative and pride in providing quality output to clients.

 

Responsibilities:Establish and maintain excellent client relations, building upon and enhancing the overall customer service experience.  As a member of the tier 1 support team, the CSR will be the first level of support for all software related issues reported by the client and the Harmony internal staff.Respond to telephone, e-mail, and web-generated requests for support, including problem analysis, initial resolution and/or escalation.Communicate with customers regarding their issues, both verbally and via written correspondenceEnsure that all issues are documented properly, resolved or escalated to tier II if needed through our incident tracking software.Expertise of the functionality and features provided in the current release and subsequent releases of the Harmony applications

Qualifications:Excellent customer service skills, including the ability to work with users of all ability levelsExcellent oral and written communication skillsExtremely detail oriented with the ability to consistently follow procedures Ability to quickly learn several proprietary applications that are core to our businessExperience working in a team-oriented, collaborative environmentWorking knowledge of MS Office ProductsCollege degree, preferably in computer science or business administrationAbility to work within an autonomous team environmentAbility to handle change