Support Specialist at Lever in Jacksonville, FL

About the job

WHO ARE WE?Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resources and support for a multitude of continued care needs and historical health inequities.A powerful, yet scalable solution, Never Alone increases connectivity and medical efficiencies, while simultaneously creating greater access to care for those who have chronic health conditions, or have historically been underserved due to geography.Job Summary:Reporting to Product Support Manager, the Product Support Specialist will be trained as the product champion on our proprietary SaaS platform and tasked with the front line support services within the Never Alone ecosystem within a distinct geographic region of the US. This role will provide support for the full customer life cycle experience. This includes rollout and implementation execution, proactive monitoring of technical issues and resolution documentation, as well as providing regular feedback to Product Teams for product roadmap http://considerations.We are looking to fill two Technical Product Support Specialist positions. One must be based in Indianapolis, IN, and the other can be based either in Indianapolis, IN or Cincinnati, OH.Duties/Responsibilities

Serve as the first line of contact within a cross-functional team for customers and end users within a geographical http://region.Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer http://satisfaction.Working in tandem with the Product Support Manager, provide daily support to users of mobile and desktop systems including empathetic listening, answering questions, analyzing problems, and ensuring customers’ systems are always http://running.Actively participate in new customer onboarding and http://implementation.Train and re-train users to increase best practices and adoption of Never Alone mobile and desktop http://platforms.Assist in version control and updating of training and support http://manuals.Partner with the 24/7 Never Alone Customer Service Team to ensure customer http://success.Create and implement support processes and procedures in collaboration with product and service http://desk.Log daily support interactions with customers, end users, installation activities, reported technical issues, and completed solutions along with any further actions http://required.Participates in testing new functionality and/or software http://upgrades.Handles protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA).Performs other duties as assigned.

QualificationsBachelors Degree (preferred) in related field or equivalent experienceStrong communication skills and ability to maintain professionalism in all circumstancesQuickly identify problems, form solutions, and execute step-by-step troubleshooting proceduresWorking knowledge of PC and Mac operating systems and Microsoft Office ApplicationsTechnical Support experience preferredDemonstrated problem solving ability that drives operational excellenceSome regional travel required