9/2/2010
Response Center Specialist

The Response Center Specialist is the initial point of contact in a technical call center environment, providing support to Long Term Care facilities using the Optimus EMR^TM (Electronic Medical Record) System. This position requires taking client calls and emails, documenting software related issues, researching, troubleshooting and working with other team members and departments to resolve issues.

Duties and Responsibilities:

• Provide Legendary Customer Service to all external and internal customers.
• Create trouble—tickets for issues reported via phone and email.
• Prioritize, escalate and track trouble—tickets with consistent follow—through to assure problems are resolved within the guidelines of our Service Level Agreement.
• Maintain an up—to—date working understanding of the Optimus EMR System and configuration requirements.
• Generate daily status reports for customers and management.
• Participate in scheduled meetings and training sessions.
• Other duties as directed by management.

Requirments:

• Technical education or extensive work experience in related technical field.
• Minimum of 2 years experience in a technical help desk environment or similar technical support position.
• Ability to learn new software applications quickly and develop and in—depth product knowledge in order to resolve client issues efficiently.
• Thorough understanding of Microsoft Windows desktop and network operating systems versions 2000 and above.
• An understanding of networking principles, protocols and topologies.
• Understanding of SQL and experience with Query Analyzer.
• Proven customer service skills a must.
• Excellent written and verbal communications skills. Must be able to communicate with individuals with all levels of technical and non—technical skill sets.
• Strong organizational skills.
• Ability to work outside normal scheduled hours on occasion.
• Knowledge of the Long Term Care industry a plus.

We accept submissions by email attachment in Microsoft Word (.doc) or Abobe Acrobat (.pdf), and via fax.

Optimus EMR^TM, Inc.
hr@optimusemr.com
Fax: (949) 553—0093