Location: United States - Remote

Reports to: Director of Customer Support

About Us:

Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.

If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About the Role: 

This position is responsible for providing support of the Procurement Partners proprietary e-commerce software to external and internal clients. The Customer Support Specialist answers questions and/or resolves issues for customers via telephone and email/ticketing system. This position serves as the primary contact in effectively identifying issues and using effective troubleshooting techniques to resolve client software issues.

What you'll do

• Provide advanced technical support to end-users via phone, email, and chat, resolving issues escalated from Tier 1 support.
• Diagnose and troubleshoot complex technical issues related to software, hardware, and network connectivity.
• Collaborate with Tier 1 support to ensure seamless escalation and resolution of customer issues.
• Document all support interactions and solutions in the help desk ticketing system.
• Develop and update technical documentation, knowledge base articles, and support guides.
• Conduct root cause analysis and identify recurring issues to suggest improvements and preventive measures.
• Assist with the deployment, configuration, and maintenance of software and hardware systems.
• Provide training and guidance to Tier 1 support representatives to enhance their technical skills and knowledge.
• Participate in testing and evaluation of new software, hardware, and technology solutions.
• Follow established procedures and guidelines for incident resolution and escalation.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Ensure high levels of customer satisfaction and a positive user experience.

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent technical certifications and experience.
• Previous experience in a technical support role, preferably at a Tier 2 or higher level.
• Strong technical knowledge of operating systems (Windows, macOS, Linux), networking, and common software applications. Example: Jira and Salesforce
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think critically and analytically.
• Ability to work independently and as part of a team.
• Proficiency in using help desk ticketing systems, remote support tools, and diagnostic software.
• Familiarity with troubleshooting hardware components and peripherals.

Physical Requirements:

• Ability to sit for extended periods while working at a computer.
• Ability to use a telephone and computer keyboard for extended periods.

Work Environment:

• Fast-paced office environment.
• May require occasional evening or weekend work to meet business needs.

Procurement Partners Hiring Practice

We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.