Technical Support Specialist

🕒 March 20

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HealthMark Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

📋 Compliance

Healthcare Insurance • Compliance • Technology

HealthMark Group is a company that specializes in managing medical records through streamlined digital solutions. They focus on optimizing the release of information for hospitals and physician practices, ensuring efficient, compassionate, and reliable service for patients requesting their medical records. By addressing the challenges of evolving regulatory requirements and staffing shortages, HealthMark aims to improve patient satisfaction and reduce the burden of audits and chart reviews for healthcare organizations.

📋 Description

• Respond promptly and professionally to inbound phone calls and customer inquiries. • Triage, document, prioritize, and escalate support tickets using Zendesk, ensuring timely follow-up and resolution. • Troubleshoot user issues related to data transfers, network connectivity, and general product use. • Provide clear guidance on product features, differences, and appropriate usage. • Accurately record support interactions, resolutions, and recurring issues in internal knowledge bases. • Collaborate with engineering and IT teams to resolve complex technical, integration, or infrastructure issues. • Maintain clear, professional, and courteous communication to support a high level of customer satisfaction.

🎯 Requirements

• Previous Experience with Windows, Windows Server, and Office 365 • 1+ years of working knowledge of common information technologies and systems • Ability to Manage multiple projects simultaneously while maintaining high customer service standards • Proven ability to troubleshoot common IT problems • Excellent verbal and written communication skills, with the ability to interact professionally via phone and email. • Strong customer-service orientation, demonstrating empathy, patience, and a commitment to thorough issue resolution. • Proven reliability with the ability to manage multiple priorities simultaneously, including calls, tickets, and follow-ups. • Basic computer and networking knowledge, such as familiarity with file transfers, system navigation, and connectivity concepts. • Knowledge of or experience with DICOM, PACS, medical imaging workflows, or related healthcare-IT systems (preferred). • Previous experience in technical support or software support environments (preferred). • Familiarity with ticketing systems and support workflows (preferred). • Ability to learn new software platforms quickly (preferred).

🏖️ Benefits

• Competitive benefits, including medical, dental, and vision insurance • 401k matching • Remote opportunities • Paid time off • A paid volunteer day of your choice