RQI Partners, LLC

Help Desk Specialist

Wappingers Falls, New York   |   Expired

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Job Description

Position Overview:

Provide customer support and technical assistance for all RQI Partners programs.

  • Answer phone calls and emails from customers including internal and external field personnel
  • Create and maintain service tickets for all customer interactions, through to closure
  • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
  • Software testing as required for all products
  • Customer feedback reporting and escalation
  • Providing exemplary customer service to all
  • Identify emerging all issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
  • Work with HealthStream Customer service team to ensure collaboration on escalations and solutions delivery.
  • RQI communication management and coordination with customers and RQI sales team
  • Strong computer troubleshooting
  • Proficiency with Excel and Import File configuration
  • Work efficiently and collaboratively in a team environment

Required Skills and Competencies
  • Bachelor's degree in related field or equivalent combination of education and experience
  • 1-2 years' experience in a customer service role supporting SaaS
  • Strong communication skills, both written and verbal
  • Ability to multi-task and switch gears easily
  • Basic troubleshooting skills for PC's
  • Project Management Experience preferred
  • Occasional travel required