Technical Support Associate (Hybrid Remote)

Job Title: Technical Support Associate

Department: Customer Success – Technical Support

Reports To: Technical Support Manager

Who We Are:

With a legacy spanning over 20 years, Integrated Practice Solutions is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing and profitable, privately funded organization who stays ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. Our vision – to be the most loved, most essential software and service provider for every practice – is not just words. These words reflect who we are as a company, and who we are as people.

Department Overview:

The Technical Support department’s goal is to ensure environmental issues impacting the Microsoft Windows-based on-premises software – ChiroTouch - are addressed in a timely manner. The Technical Support department is responsible for handling phone calls, appointment-based support, technical escalations from other departments, and ensuring the ancillary, off-site backup service – CTSecure – is functional for all active subscribers.

Your Career Opportunity:

As a Technical Support Associate at Integrated Practice Solutions, Inc. (dba ChiroTouch), you’ll benefit from a defined career path that will develop your Microsoft Windows operating system, local (TCP/IP) networking fundamentals, Microsoft SQL Server, and EHR/EMR software troubleshooting practices. This role is ideal for those looking for an entry point into IT practices and corporate software solutions. You will learn applicable communication and technical skills to advance your technical career. We are an ever-growing company, looking to expand our team!

Your Areas of Accountability:

A Technical Support Associate has responsibility for the following outcomes:

• Resolve technical escalations from the Product Support phone and chat team.
• Track and monitor all client interactions using the Salesforce CRM system.
• Meet or exceed call center metrics and service levels.
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations.
• Determines eligibility by comparing client information to requirements.
• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iPadOS environments.
• Utilize active listening and empathy skills.
• Coordinate with peers to provide proper coverage for all appointments.
• Schedule and engage in follow-up calls with clients regarding ongoing technical issues.

Competencies for Success:

• Basic understanding of Microsoft SQL Server.
• Apple iPad & Parallels knowledge is a plus.
• Works hard with little supervision.
• Excellent verbal and written communication skills are required with an emphasis on phone etiquette.
• Previous call center experience is required.
• 1-2 years of experience in a customer service/support role is required.
• Working knowledge of Microsoft Windows administration tools.
• Familiarity with HIPAA regulation is preferred.
• 1-2 years of computer application-based technical support experience or IT experience is preferred.
• Detailed-oriented with exceptional documentation skills.
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals.

At Integrated Practice Solutions, we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between $33,050-$68,650 for this position.

Integrated Practice Solutions is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.

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