Customer Support Representative

Job DescriptionWelcome to AMN Healthcare — Where Talent Meets PurposeEver wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference.Why AMN Healthcare? Because Excellence Is Our Standard:Named to Becker’s Top 150 Places to Work in Healthcare — three years running.Consistently ranked among SIA’s Largest Staffing Firms in America.Honored with Modern Healthcare’s Innovators Award for driving change through innovation.Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006If located by a AMN Hub, Dallas, TX, San Diego, CA, Atlanta, GA. or Boca Raton – role is 4 days a week onsiteJob SummaryThe Customer Support Representative provides assistance and support on AMN's products and services. This position offers solutions to complex issues, troubleshooting, and assists with requirements gathering and client implementation. This role will also help increase user adoption and creates Raving Fans among the health professionals who rely on the system to manage their labor resources.Job ResponsibilitiesHandles product or service issues that customers have with the workforce technology solutions via phone and email within the company’s service level agreement requirements.Clarifies the customer’s need, determines the cause of the issue, selects and articulates the best solution, expediting correction or adjustment if needed, and follows up to ensure resolution of issues to the customers satisfaction.Accurately records issues and responses for each customer through Salesforce technology.Maintains customer and department records by updating account information in various systems.Sustains third party support agreements by following processes that are in place for specific clients.Meets and maintains acceptable performance levels on department and customer-focused key performance indicators (KPI’s).Assists with all functions within the department which may include data-entry projects, incoming and outgoing phone calls and emails, researching technology issues and providing resolutions, accurately answering customer questions, and all other tasks as assigned by the department manager.Monitors dashboard for tickets assigned to the queue and process as assigned.Determines source of errors by reviewing procedures and actions taken by user(s).Walks users through performing diagnostic procedures.Key SkillsProven ability to coordinate cross-functional work teams towards task completionStrong written and verbal communication skillsAbility to understand and train on complex strategies and software featuresSolid grasp of wireless network accessBasic knowledge of IP addressing, DNS, and DHCPTechnical call center experience is requiredQualificationsEducation & Years of ExperienceHigh School Diploma/GED plus 2-5 years of work experienceAdditional ExperienceCustomer service and software application experienceWork Environment / Physical RequirementsWork is performed in an office/home office environment.Team Members must have the ability to operate standard office equipment and keyboards.AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.Our Core Values● Respect ● Passion ● Continuous Improvement ● Trust ● Customer Focus ● InnovationAt AMN we embrace the ways we are similar and different; respecting all voices and ensuring everyone has the opportunity to contribute to our collective success. We acknowledge our shared responsibility to foster a welcoming environment where everyone feels recognized and valued. We cast a wide net to recruit and retain competitive talent and build healthcare workforces supportive of the communities we serve. We believe in the power of compassion and collaboration to build healthy communities where access to quality care is available to all. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.At AMN we recognize that in-person connections have value and promote collaboration. You will be expected to come into an AMN Healthcare office at a frequency dependent on the work arrangement for your role.Pay Rate$21.00 - $24.75 HourlyFinal pay rate is dependent on experience, training, education, and location.

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