Job Overview:

“MTBC is a leading provider of HIT solutions for small to mid-sized healthcare practices. Our comprehensive, integrated, intuitive and affordable solutions will be used by our clients to streamline and enhance patient care, maximize revenues and reduce administrative burdens and expenses. We are uncompromisingly committed to viewing MTBC and its solutions through the eyes of our clients and this client-centric approach is the engine that drives our client retention and organic growth.”

Job Profile:

As a Tier-I Agent Technical Support, you will serve as the main point of contact for technical issues and questions coming from US-based clients. You will not only be responsible for providing world-class assistance/ guidance via calls and emails.

What You’ll Do

• Email and Voice Support – Answer inbound inquiries coming through the support hotline or support email addresses with US-based clients.
• Customer Service Analysis – collect customer support requests and bugs and relay findings to the product and enhancement teams to address these issues.
• Answer inbound calls from customers remotely and troubleshoot issues on problem calls from customers.
• Communicate troubles to other departments by opening tickets in the database, analyze issues in a timely manner, and report to other departments if needed professionally and accurately handle customer requests including technical and non-technical inquiries.
• 1-2 years of experience as a Tier 1 Technical Support Agent/ Customer Support Specialist/ Call Center Representative with US-based customers and clients,
• Excellent verbal and written communication skills
• Handle inbound and outbound calls with US-based clients.
• Exemplary attendance and punctuality.
• Thoroughly troubleshoot, investigate, and resolve customers’ problems.
• Shift duration is 9 hours a day and 5 days a week (Permanent Night Shift Job)
• Natural instinct to empathize with users
• Maintain 90% CSAT (customer satisfaction) and above 90% QA (quality assurance) ratings
• Strong analytical skills/problem-solving skills
• Strong phone contact handling skills, active listening & understanding
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Tools / Skills:

• Proficient with technical troubleshooting
• Exceptional Communication Skills. 
• Sales Force
• MS Office, Excel. 
• Email writing skills. 
• Ability to prioritize tasks and organize workflow.
• Requires excellent decision-making skills and initiative.
• Technical Support Experience
• The capacity to work well within a team.
• Attention to detail.
• Logical thinking.
• Expert knowledge of how operating systems and software work.
• Motivation
• Patience
• Problem-Solving
• Interpersonal skills as you will regularly be in contact with colleagues and/or customers.

Additional Information

Total Position(s):

1 Positions

Gender:

Does not matter

Minimum Education:

Intermediate/A-Level

Degree Title:

Intermediate/A-Level

Shift:

Night

Nature of Job:

Work From Office

Deadline: April 31, 2023

APPLY HERE