Job Description

Job Description

TeleVox (a healthcare business line of West) is looking for a Associate Technical Resource Specialist to join our team! TeleVox has partnered with healthcare organizations for 30 years to automate and transform their patient engagement, making the healthcare communication process easier for everyone. Learn more about how our EHR-integrated platform supports personalized, two-way interactions with patients through their care journey by visiting www.televox.com.

Current openings can be fully remote and work from home.

What do you do? You help to answer questions that come in from our Healthcare partners on how to use our applications. You'll help to solve issues, and we will train you on our applications and programs. Previous technical experience is a plus. We are looking for people who are critical thinkers, have great customer service experience, ask good questions, aren't afraid to go back to a client if things aren't clear, professional and teachable. You'll need to translate technical tools or applications we use -into a language our clients can understand- as you help them problem solve.

Job Responsibilities

• Serve as the initial point of contact for all incoming client inquiries, ensuring all communications are thoroughly and accurately documented.
• Resolve technical concerns or questions for assigned clients in an accurate and timely manner.
• Review technical questions from clients, completely documenting a full review of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders.
• Escalate requests not within scope of responsibility to appropriate resource and ensure each task is followed to resolution.
• Partner with internal technical resources to coordinate maintenance tasks, ensuring a timely and complete resolution to client inquiries.
• Serve as a client liaison which may include participating in problem resolution with other internal teams, as necessary.
• Accurately respond to technical questions delivered by clients and maintain detailed notes in customer database, ensuring to escalate requests outside scope of responsibility to supervisor.
• Exercise exceptional customer service skills in an effort to optimize each contact with the client.
• Ensure that communications are processed in strict adherence to established policies, procedures, quality standards.
• Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures.
• Serves as direct client contact/ interface on notification technical support issues for notification products and services.
• Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue.
• Communication with clients may be conducted either via phone, chat or email.

Applicant for this job will be expected to meet the following minimum qualifications.

Internet:

• Must have reliable access to working high-speed internet

Education:

• High school diploma or GED
  • Associates degree in Computer Science, or technical subject matter preferred

Experience:

• Minimum 1 year customer service experience required
  • Minimum 6 months of technical customer service preferred
  • Experience in Healthcare is a plus!
  • Time spent in pursuit of an advanced degree preferred
  • Experience with Microsoft Word, and Excel is preferred
  • IT Certification (SQL, CompTIA, A+, Network +, Linux +, CCNA, Web/UX Design) Preferred (in lieu of experience requirement)

Benefits:

• Want to love where you work? At Televox, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identify protection and more)! Apply today to join us in work worth doing!

Company Description

We are a provider of communications solutions for some of the most important and relied upon institutions that impact everyday life. Our solutions include SchoolMessenger for connecting schools and parents, Televox for connecting patients and healthcare providers, and West Utilities for connecting residents and businesses with critical energy services.

All of these services work to keep individuals and families safe, connected, and informed. Utilizing leading edge technologies that are shaping the future of communications, these are connections that matter. We are proud to help provide the tools that will move these important areas forward and bring communities together.

Company Description

We are a provider of communications solutions for some of the most important and relied upon institutions that impact everyday life. Our solutions include SchoolMessenger for connecting schools and parents, Televox for connecting patients and healthcare providers, and West Utilities for connecting residents and businesses with critical energy services.\r\n\r\nAll of these services work to keep individuals and families safe, connected, and informed. Utilizing leading edge technologies that are shaping the future of communications, these are connections that matter. We are proud to help provide the tools that will move these important areas forward and bring communities together.