What are the responsibilities and job description for the Customer/Technical Support Representative - Days position at Concord Technologies?
Customer/Technical Support Representative - Days
Concord Technologies is currently seeking a Premium Support Rep for its growing team in Seattle, Washington. We are looking for someone who is articulate, outgoing, and personable with a desire to learn new things. Verbal and written skills a must as support is provided via phone and email. Opportunity for growth and advancement for candidates that show the aptitude and passion for their work. This position is not suited for those that require micromanagement, are otherwise inflexible, or lack a sense of humor.
Scope:
Focus of position is assisting customers using NEXTSTEP and Concord’s secure document exchange solutions, leveraging AI to help healthcare customers to manage healthcare workflow processes. Candidates must be 100% dedicated to providing customers with a superior support experience. Position is primarily remote but does require commitment to being “in office” approximately once monthly.
Here's the thing: We're growing. Fast. And if your idea of a good time is being a part of something big, then this is the place—and the team—for you.
Essential Functions:
- Working in Microsoft Teams with other support engineers in a virtual office environment.
- Attend and participate in daily meetings.
- Providing customer support via trouble-ticketing system and live calls (phone or Microsoft Teams).
- Escalating requests to next tier when necessary.
Position Requirements:
- Prior customer service and/or technical support experience.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills with the ability to interact professionally with both customers and coworkers across different functional groups.
- Ability to independently multi-task, prioritize and resolve urgent issues, be process-oriented, and have a high attention to detail.
Working knowledge with Windows, Microsoft Office, and basic understanding of cloud/virtualization technology.
Special Consideration will be given for the following:
- Previous experience with Microsoft Azure, document management or healthcare IT.
The compensation range for this role is $28 – $34/hr. Range can flux dependent on experience.
Additional employee benefits at Concord Technologies:
- 401K plan w/ 6% company match (vests immediately)
- Flex-Time off sick time
- 10 company holidays
- Full suite of health benefits (Medical, Dental, Vision)– employee only coverage covered at 100% (no employee cost). For employees dependents, Concord covers 60% of premiums.
- Voluntary insurance options:
- Pet insurance
- Employee Life and AD&D
- Spousal Life and AD&D
- Child Life and AD&D
- Paid Parental Leave program
- Free unlimited ORCA card (Seattle area residents)
- Employee Rewards and Recognition through NectarHR
- Unlimited access to Udemy for Business
About Concord Technologies:
Our fax-delivery suite of products allows our clients to exchange millions of patient information, insurance and other documents safely, swiftly and securely every business day. Concord’s use of Artificial Intelligence, analytics, and other cutting-edge technology also analyzes the data being transferred within a fax, then delivers it into the right inboxes and workflows, fundamentally changing how data moves.
More than 2,300 healthcare organizations, financial providers, and companies in other equally document-intensive industries trust Concord to deliver their confidential and sensitive information. We care about our customers, and with a retention rate of more than 98%, it’s clear they love the service and value we provide.
We have been in business since 1996 and growing faster than ever. Our products are getting smarter, our customers are getting bigger, and our user community is exploding. To continue meeting market demand and anticipating our customers’ needs, we are expanding our offerings. That means assembling a world-class team to take us through this next phase of growth. We hope you’d like to join us!
Concord Technologies is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Salary : $28 - $34