Contact Center Customer Support Specialist
Core
Multi-channel customer support specialist handling inquiries from physicians, patients, and staff in a Health IT environment.
Role type
Customer Support Specialist II
Builds
Customer support interactions and documentation for Health IT systems
Domain
Health IT / Federal Government
Deliverable
client delivery
Required skills
Oracle Health, ServiceNow, Microsoft Dynamics 365, NICE CXone, public trust security clearance, ticketing systems, CRM platforms, contact center softphones
Preferred skills
ITIL v4, HDI-CSA, Health IT/healthcare/federal program experience
Technologies
Oracle Health, ServiceNow, Microsoft Dynamics 365, NICE CXone
Responsibilities
Manage inbound inquiries via phone, email, chat, and ticket submissions; troubleshoot and resolve customer issues; update CRM and ticketing systems with interaction details; collaborate with internal teams on systemic issues; identify opportunities for knowledge management improvements.
Seniority
Mid-level, hands-on IC
