Support & Implementation Specialist

Position Summary: We are seeking a self-driven, hard-working, and resourceful Support and Implementation Specialist to provide technical assistance and customer service to our EHR Go customers. This role is primarily responsible for managing all incoming support calls and tickets, fostering our working relationship with our after-hours support center, and supporting new customer implementations as assigned by the Director of Accounts and Implementation. The ideal candidate has strong problem-solving, communications, and organizational skills, is able to manage multiple tasks and prioritize them effectively, and has a teamwork- and customer-focused mindset with patience and empathy. Essential Job Functions: • Support Tickets ◦ Answer, triage, and resolve support calls from students, faculty, and customers regarding the EHR Go product. ◦ Handle all support-related Zendesk tickets, ensuring prompt resolution of issues. ◦ Provide guidance on accessing the platform and troubleshooting usage issues. ◦ Provide feedback to improve the support process based on user interactions. ◦ Identify trends in support tickets and sleuth out areas where our system can be improved. • Implementation/New Adoption (Customer) Onboarding ◦ Assist the Director of Accounts and Implementation in onboarding new EHR Go customers. ◦ Setup new accounts in the appropriate systems. ◦ Facilitate new customer orientation training. ◦ Provide top-tier customer service and support for new customers throughout the implementation/new adoption onboarding process. • Lead Routing ◦ Direct new prospect customer leads to the appropriate account executive for further assistance. Knowledge, Skills, Abilities: • As a remote worker, you will be required to work in many different cloud-based platforms. A high level of technical prowess to learn how to maneuver within these platforms (e.g. Microsoft Outlook, Zendesk, Salesforce, Quickbooks, Zoom, Slack, Microsoft Teams) is a must. • Provided top-tier phone and email customer service and support to our EHR Go faculty and student users. • Collaborate with the Director of Accounts and Implementation on any assigned new program adoptions. This consists of setting up and training new faculty and seeing them through until they’re successfully up and running with students. • Technically savvy • Good Communicator ◦ Maintain clear and effective verbal and written communication with users to enhance their experience with EHR Go. ◦ Demonstrate timely and engaging communication with all members of the EHR Go team. ◦ You genuinely care about people and want to help so you try to understand their situation by listening and asking questions. You instill trust in people by your warm and sincere communication style. You conduct yourself with confidence (not arrogance) and people like to do business with you because they respect you and your opinion. About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market. Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in. What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.