Support Services Specialist
ABOUT THE POSITION
The Support Specialist is responsible for providing technical support for Sentact Solutions and our clients. Sentact takes customer service very seriously and strives to be a market leader in both the quality, and responsiveness to customer issues. General Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems, build and maintain business analytics and reporting needs, and assist Sentact internally with quality assurance and release efforts.
The ideal candidate will be highly motivated and have a passion for technology, client relationships, and problem solving. Sentact solves unique and complex problems for our clients regularly and is always looking for people who are passionate about solving them as a team. We are looking for candidates who are self-motivated, entrepreneurial, and dedicated to working as a team to provide the best results for our clients by taking ownership of their part in Sentact’s success.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Invest in becoming a product expert of Sentact supported products and technologies
- Identify, document, and confirm product defects by taking part in Sentact Quality Assurance
- Work with all levels of support to document resolutions and continually drive first call/first touch resolution
- Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and reporting customer feedback and requirements
- Participate in root-cause analysis, communicate options for resolution and provide recommendations to customer-facing technical problems by prioritizing, researching, and troubleshooting to resolve or escalate technical issues.
- Identify workarounds and communicate to customers.
- Contribute to documentation of technology best practices and departmental improvement
- Perform data entry and report maintenance, as directed
- May assist in client implementation, configuration, and coordination of the onboarding process
- May be involved in deployment or training opportunities internally and with customers
KNOWLEDGE, SKILLS & ABILITIES
- Solution Oriented, defined by a willingness to solve problems in an innovative and resourceful way
- Strong collaboration skills demonstrating teamwork and written and oral communication
- Process improvement and ownership of work through strong organization and accountability
- Autonomous and Self-motivated; able to work under pressure to deliver high-quality solutions
- Agility to fluidly change and balance priorities as the business and client needs change
- Familiarity with networking, databases, and mobile applications
- Ability to make sound decisions based on customer needs and product knowledge
- Ability to express understand complex technical concepts
- Ability to diplomatically deal with upset or challenging customers
DESIRED SKILLS/EXPERIENCE
- High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred
- 1-2 years product or technical support experience or commensurate customer service experience
- Proficiency in:
- Microsoft Office Suite
- CRM Tools
- Helpdesk Support Software
- Database Solutions
- Remote access tools – Citrix, VPN etc.,
Company Description:Sentact is the leader in patient engagement solutions and rounding technology. The Sentact platform automates data capture of clinical practices, the care environment, and patient feedback to orchestrate action that improves the overall care experience. Partnering with Sentact, healthcare organizations have realized significant outcomes that include increased patient and caregiver satisfaction, safety and quality improvement and reduced hospital-acquired conditions, which result in lower costs and increased revenue capture. For more information, please visit www.sentact.com.
OVERVIEW
Reporting to the Sales Manager, the Account Executive is primarily responsible for contracting new business within the assigned territory, working closely with Marketing to generate leads and manage the sales process.
RESPONSIBILITIES
- Conduct cold calls, prospects and qualifies opportunities
- Develop pipeline of new opportunities while closing existing opportunities
- Identify and create business needs with senior executive decision makers
- Create and communicate the value of Sentact solutions with prospects and clients
- Build relationships at all levels within hospitals and healthcare organizations
- Close opportunities
- Develop a detailed territory plan
- Develop individual account strategies to effectively penetrate accounts
- Develop thorough understanding of each account's business needs
- Attend and/or assist with industry events as needed
- Differentiate Sentact by understanding and professionally articulating our business/capabilities to prospects and clients
- Maintain and regularly update the Sentact CRM tool, Zoho.com, with all activity in assigned territory
REQUIREMENTS
- Bachelor’s Degree in Business or Health Administration or other related field required
- Minimum of 3-5 years of healthcare technology sales
- Proven success articulating a corporate message over the phone and in person
- Demonstrated ability to generate new opportunities and close new business within the healthcare environment
- Proven track record of exceeding targets
- Outstanding verbal and written communication skills
- Fearless attitude, tenacious work ethic, self-starter with a competitive spirit
- Ability to work well independently while being a strong team player
- Proficiency in:
- Microsoft Office Suite of software products
- Sentact’s CRM tool (Zoho.com)
- Marketing automation tools
- Industry database (Definitive Healthcare)