Product Support Pathology

REMOTE SUPPORT
IMPAC’s PowerPath Support Team Members are responsible for handling customer inquiries received via phone, fax, email, or internet in an efficient and professional manner per established policies and procedures.
• Call Handling. Willingly take assigned calls and pro-actively review IMPAC’s Call Queue and take open calls to ensure that all customer inquiries are being addressed in a timely manner.
• Holiday and After Hours Cell Phone Coverage. Monitor Holiday and After Hours Cell Phone as required per established policies and procedures.
• Pro-Active Response. Ensure customer confidence in IMPAC, IMPAC products, and IMPAC service by pro-actively handling customer inquiries: asking specific questions to determine the nature of the inquiry/problem, offering advice and assistance, taking responsibility for getting additional information or assistance, and outlining steps for resolution.
• Technical Support. Effectively communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
• Communication. Explain troubleshooting steps and resolutions to the customer, contact internal/external resources for assistance as necessary, and thoroughly document all call-related activity in Clientele.
• Application Support. Investigate and answer all application-related questions.
• Call Assistance. Assist other service staff in handling customer calls, answering questions, offering support, sharing support duties, and taking over calls as appropriate.
• Call Review/Closure. Routinely monitor assigned calls and update, re-assign, and close as required.
• Call Escalation. Inform Service management of any outstanding or escalating issues and/or dissatisfied customers and pro-actively escalate as required
• Answer Book. Contribute to the population and upkeep of IMPAC’s Clientele Answer Book, once it is being used by PowerPath.

Other duties may be assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees must be able to read, write, speak, and comprehend the English language.
• SQL2000/2005 experience required
• Excellent verbal and written communication skills
• Technical skills in the area of PC/Network Computing
• Ability to effectively interact with customers and co-workers in any form or shape
• HL7 knowledge preferred

Education/Experience
Position requires a positive attitude and either knowledge in Computer Science or a related subject or previous customer support experience or equivalent combination of education and experience. Knowledge of healthcare information systems, a clinical background, or previous software training/support experience strongly desired.
IMPAC is an equal employment/affirmative action employer -M/F/D/V-EOE.



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