Responsibilities
- Provide assistance to our external client base via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software
- Perform remote dial-in support to clients as needed
- Diagnose, troubleshoot, and resolve application/device questions and potential issues
- Provide education to clients on functions and features while working with them so they can become more self-sufficient
- Properly escalate potential problems as needed to next tier, leadership, etc.
- Clearly and concisely document all correspondence and activities related to tickets in client tracking software
- Seek continuous API Healthcare solution knowledge and industry knowledge
- Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or API Healthcare as a whole
- Work to meet or exceed individual, department, and corporate goals and imperatives
- Perform other duties and projects as assigned
