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Position Description:
Under general supervision, the Technical Support Helpdesk Operator bears the overall responsibility for initiating, tracking and ensuring timely resolution of all technical support issues. These issues include (but are not limited to) software problems, user questions, client requests for customization, and other client support and relations issues.
Major Responsibilities:
- Serves as the primary source and first point of contact for clients in need technical support, assistance, or software customization.
- Resolves issues at the lowest level possible, referring more complex problems to the proper support personnel. Insures that referred issues are handled efficiently in accordance with the client’s needs.
- Insures that data is entered in accordance with technical support documentation policies.
- Continually seeks to improve client support, relations, and satisfaction through improved information sharing and problem solving processes.
- Other duties as assigned.
Technical Skills:
- Advanced knowledge of Team Chart Concept Software and its functions.
- Basic understanding of medical practice and insurance billing procedures and policies.
- Operational knowledge of related software platforms that are utilized by UMC and its clients. These include but are not limited to Microsoft Word, Excel and Outlook.
- Ability to transcribe verbal exchanges, in real time, into descriptive written technical documents; requires exemplary listening and typing skills.
Interpersonal Skills:
- Ability to calm distressed callers and guide them through the resolution process.
- Ability to gauge a caller’s skill-level, as it pertains to the task at hand, and to then tailor the pace, depth and format of support appropriately.
- Must be able to take on multiple tasks and maintain a courteous and professional composure while working under stressful and fast-paced conditions. Requires the ability to prioritize support issues based on the issue’s impact to the client’s operation.
- Ability to combine technical knowledge with creative thinking and to apply those attributes to the mission of total client satisfaction.
Organizational Relationships:
- Reports to Technical Support Coordinator
- Authorized to delegate support issues laterally and to higher echelons when necessary to solve clients’ support issues.
To apply for this position, send your resume, cover letter, and writing sample to the following address:
Support Department
Ulrich Medical Concepts
P.O. Box 116
West Paducah, KY 42086
For faster consideration, you may email your resume and cover letter to info@ulrichmedicalconcepts.com. Please put "Support Department" in the subject of your email.
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Technical Support / Helpdesk Operator 
