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Voicebrook Employment Opportunities

Now Hiring: Technical Support Specialist

Voicebrook is looking to hire a highly motivated professional technical support specialist to ensure successful client outcomes.Support-Services-Level1

Voicebrook solves reporting issues for Pathology laboratories; we help them save time, money, and lives.  Supporting our customers and ensuring their success is our highest priority.  Our tehcnical support specialists play a key role in maintaining success for our existing customer sites.

Here is what you will accomplish at Voicebrook:

  • Play a critical role in keeping our customers happy and successful
  • Join a passionate team that is focused on three things -- #1 building awesome products, #2 building successful client implementations and ongoing interactions, and #3 building a great place to work every day
  • Learn, develop, and have fun
  • Play a critical role in our future growth
  • Have an opportunity to interact with other teams and contribute to and learn about other areas of the company
Here is what you will be doing at Voicebrook:
  • Be the first line for troubleshooting technical issues for our clients by phone and email
  • Handle problem recognition, research, isolation, resolution and follow-up for all client support and service requests
  • Maintain detailed support tickets, escalating issues accordingly, and keeping a consistent channel of communication open with client(s) and team members during escalations
  • Provide support coverage, including both in-office and remote support coverage using remote access tools such as Join.me, Google Hangout, Microsoft Lync, etc.
  • Be responsible for ensuring client satisfaction of support requests
  • Maintain quality-conscious interface via phone, email and in-person with both technical and non-technical clients
  • Responsible for the installation, configuration and support of all hardware sold to existing clients by Voicebrook
  • Responsible for creating and updating documentation, including knowledge base articles, standard operating procedures, and client facing documentation
  • Provide rotational on-call support based on needs as defined by the Support Services Management
  • Assist in other roles as needed

Here are some things that describe you:PS

  • Helping people is something that excites you
  • You love to solve problems
  • You are very analytical
  • You believe that the details matter
  • You have great verbal and written communication skills
  • You excel at explaining the technical and functional use of products to inexperienced and experienced professionals alike
  • You are a self-starter and love to take initiative
  • You have at least two years of experience providing support within a technical or services organization
  • You are able to plan and carry out work independently
  • You are experienced in advanced troubleshooting of Microsoft Windows Operating Systems and Microsoft Office applications
  • You have two years of  proven experience in participation with cross-functional teams to accomplish project goals

Some things that are not required, but may help you perform this job:

  • Experience supporting healthcare professionals
  • A degree in Computer Science, Information Systems, or related field of study
  • Experience with dictation/transcription systems and workflows
  • Experience supporting speech recognition technology
Topics: Client Operations Client Services