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Customer Support Specialist Wappingers Falls, NY

Customer Support Specialist – HeartCode Program

Position Overview 

  • Sales Support – Consult with Sales team where needed on technical details for entire sales cycle from opportunity to close
  • Technical Support – Serve as primary source of support for HeartCode customers and prospects, including but not limited to questions and issues with software, hardware, platform, connectivity etc.
  • Training – Prepare and deliver internal and external HeartCode education modules.
  • Collaboration – Work hand-in-hand with RQI Support to build HeartCode knowledge base and prepare them to assume full-time program support.
  • Continuing Education – Stay abreast of technology advances and HeartCode program changes in order to best support internal and external customers.

Accountable For:

  • Training Materials – Creation and delivery of HeartCode educational materials for internal and external audiences, including Webinars, PowerPoints, Lunch and Learn (for internal)
  • Technical Support Materials – Documentation of product support processes and requirements
  • Technology Expert – Function as subject matter expert for all matters related to software, hardware, platform and integration of systems through all stages of sales cycle and program

Required Skills and Competencies

  • Bachelor’s degree in Computer Science (preferred) – or Associate’s degree in same field of study supported by two years of experience.
  • 1-2 years’ experience in a customer service role
  • Strong communication skills, both written and verbal
  • Ability to multi-task and switch gears easily
  • Basic troubleshooting skills

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