L1 IT Support Specialist
Position Summary
This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting.
Job Details
Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time
Holidays: Follows U.S. (PST) holidays
Responsibilities
- Serve as the first point of contact for inbound support calls from existing customers
- Assist users with software features, system navigation, and general application use
- Document all interactions and technical details accurately in the CRM
- Participate in daily ticket review meetings to track progress and ensure timely resolution
- Follow up with clients on closed or pending tickets to confirm completion and satisfaction
- Collaborate with internal team members to escalate technical issues when necessary
- Adhere to company procedures, service standards, and support best practices
- Contribute to a positive, high-energy, and fast-paced team environment
Qualifications
- Two (2) years of recent experience in phone-based technical support
- Two (2) years of recent Windows IT support experience
- Strong knowledge of Windows 10 & 11 operating systems and related devices
- Excellent English communication skills, both verbal and written
- Strong people skills with the ability to listen actively and communicate clearly
- Ability to follow instructions, adapt quickly, and learn new tools and processes
- High school graduate or equivalent
Nice to Have
- Experience working in the healthcare industry or supporting healthcare-related software
- Solid understanding of common healthcare and clinical terminology
- Prior experience with billing systems and Electronic Health Records (EHR) platforms
- Proven ability to perform well in fast-paced, high-volume support environments
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