EDGE Software Customer Service Specialist

Software Team

Camas, WA

Job Summary

The EDGE Software Customer Service Specialist position acts as the liaison between our Software team and our members who use the EDGE software. As the Customer Service Specialist, you are the solutions expert who manages all hotline calls from members, helping them troubleshoot and resolve their issue(s), document change requests, or file bug reports. Your knowledge of the software and technology, as well as allergy and audiology procedures, in partnership with the software team ensures no member is ever left without a resolution to their problem or an answer to their question.

 

Key Responsibilities

  • Manage inbound EDGE hotline calls in a professional manner.
  • Accept ownership for effectively solving member issues, complaints and inquiries.
  • Apply logic, creativity, experience and critical thinking to determine the likely cause of user issues and work arounds where possible.
  • Identify member needs, clarify information, research every issue and provide answers to questions regarding software processes.
  • Methodically and thoroughly document bugs according to the requirements of the development team.
  • Follow up with users on behalf of software team to solicit further information to communicate work arounds.
  • Log member issues for data analysis to pinpoint trends and to identify further training opportunities.
  • File information relevant to bug tickets via HIPAA compliant channels.
  • Contribute to the maintenance of training materials for EDGE Software.
  • Frequently check and respond to voicemail messages within one business day.
  • Other duties as assigned.

 

Requirements and Qualifications

  • 1+ years of Allergy testing and serum mixing experience strongly preferred.
  • 1+ years of Audiology testing and treatment experience strongly preferred.
  • Able and willing to learn ins and outs of proprietary software.
  • Customer focus and adaptability to diverse personalities.
  • Excellent verbal and written communication skills.
  • Understands HIPAA regulations.

 

Education

  • High School Diploma required.
  • Associates degree in Nursing or Customer Service preferred. Equivalent experience considered.
  • Certificate in Customer Experience preferred.
  • Graduate of an accredited Medical Assistant Program preferred.