The Customer Support Specialist for the Automated Solutions team with the Communication Solutions business at Stericycle will provide technical support for all external and internal users of InQuicker and it’s customers. This role will lead and support multiple client support functions on a daily basis including troubleshooting, triaging all incoming support tickets and partnering with the Automated Solutions team to problem solve and train others.
•Building, managing and monitoring the entire support process across all teams, to ensure proper and timely execution and resolution of tickets •Leveraging the Desk.com platform to track and monitor the complete support and ticketing process •Collecting and triaging all incoming support tickets (via phone, Slack, email, etc.) •Resolving support tickets on your own, while seeking help or reassigning responsibility when necessary •Performing bug triage with Product team to prioritize the queue of bugs for Development team to address •Proactively document feedback and suggestions for product improvements, from users and your experience, for future enhancements •Working along side Q/A & Dev teams to solve current support related issues •Reducing overall support needs through documentation, process, and product improvement •Strategizing around support and product processes and reports and working with team to implement and automate improvements •Continuously improving internal team procedures and materials •Effectively communicating with the larger team to ensure departments are in sync •Maintaining availability after hours for the rare triage/solution of a high-level emergency •Measuring and accounting for service level performance, along with regular key metric reports to management •Keeping up-to-date with all new InQuicker or other new product features and/or procedures •Provide recommendation for future team staffing needs and training and will provide direct supervision for the group
•Bachelor's degree in Business or Healthcare Administration or equivalent experience preferred. •Minimum of 3 or more years of software customer support or similar relevant experience •Must have experience working in the Healthcare Industry •Proficient in learning new technology and technical skills