Provider Support Technician

Description

Job Title: Support Technician
Reports to: Service Operations Manager
 
DMG (Divisions Maintenance Group) is on track to have record-breaking growth in terms of both revenue and job growth. As DMG develops its products and services to better serve our providers and technicians with a focus on retaining engaged, active users that deliver quality. This role is a great entry way into the IT and Product Industry, it providers ample opportunity to gain experience and advance in either field.

This role provides frontline support, with minimal supervision, in a service desk environment to assist external providers in the use of our proprietary software systems and mobile apps through verbal and electronic communications. The primary focus of this role is to act as an intake for external users support requests with a customer centric mindset in support of external and internal DMG customers.

Duties/Responsibilities

• Provides triage and subsequent resolution of all external support service requests generated within a timely manner in support of all Divisions providers.
• Identifies and tracks frequent problems, trends, and patterns requiring support team assistance and work with Divisions Operations, Product, IT, and Marketing teams to discover core causes to eliminate root causes of support requests.
• Generates and maintains knowledge base articles of frequently reported issues for multiple audiences.
• Answers Provider Support Service Desk telephone calls and logs incidents into ticketing system for further escalation as needed.
• Monitors, tracks and follows-up on all Provider Support service requests, working with other support staff to ensure timely responses and resolutions.
• Demonstrates strong analytical and problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues.
• Establishes priorities and refers unresolved issues to appropriate escalation points.
• Meeting and exceeding KPIs set by management.

Required Skills/Abilities:

• Excellent verbal and written communication skills.  

• Excellent interpersonal and customer service skills. 
• Excellent documentation skills
• Professional and pleasant telephone manner. 
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Demonstrated ability in relation to information technology and systems.   
• Strong analytical and problem-solving skills. 
• Proficient with Microsoft Office Suite or related software. 

• Proficient with or the ability to quickly learn an array of computer hardware and software. 

Education and Experience:

• High School Diploma or GED; Bachelor’s Degree preferred.
• 2+ years technical customer service experience for supporting end users of a product.

DMG is an equal opportunity employer.