Customer Support Technician I

Job Description

Job Description

About Company:

iPro Inc/Novarad South is a privately held Enterprise Imaging software company located in Calhoun Georgia. Since 1998, iPro Inc/ Novarad South has been delivering expert imaging technology, specializing in PACS replacements, integrations, and secure hosting solutions that keep radiology operations running efficiently and reliably.

iPro Inc/Novarad Health provides equal employment opportunities to all employees and applicants for employment. Benefits offered are Medical, Dental, Vision insurance, Disability Insurance 401(k), paid sick time and paid vacation

Please visit our website -inc.com/ for more information about our company and products provided.

About the Role:

The Customer Support Technician I plays a critical role in delivering exceptional technical assistance and customer service within the professional, scientific, and technical services industry. This position is responsible for resolving customer inquiries and technical issues efficiently, ensuring customer satisfaction and retention. The role involves diagnosing problems, providing step-by-step solutions, and escalating complex issues to higher-level support when necessary. The technician will collaborate closely with cross-functional teams to improve product knowledge and support processes. Ultimately, this position contributes to maintaining the company’s reputation for reliable and responsive customer support across the United States.

Minimum Qualifications:

• High school diploma or equivalent.
• Basic understanding of computer systems, software, and networking concepts.
• Excellent verbal and written communication skills.
• Ability to troubleshoot technical issues and provide clear instructions to customers.
• Customer service experience or demonstrated ability to handle customer interactions professionally.

Preferred Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or related field.
• Experience with ticketing systems and remote support tools.
• Familiarity with professional, scientific, or technical service environments.
• Certifications such as CompTIA A+ or Network+.
• Bilingual abilities or additional language skills.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat, providing clear and accurate technical support.
• Diagnose and troubleshoot hardware, software, and network issues related to company products and services.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Collaborate with engineering and product teams to escalate and resolve complex technical problems.
• Assist in creating and updating support documentation and knowledge base articles to enhance customer self-service options.
• Participate in ongoing training to stay current with product updates, industry trends, and customer service best practices.

Skills:

The required skills enable the technician to effectively communicate with customers, understand their technical issues, and provide timely solutions, which is essential for daily support interactions. Troubleshooting skills are applied to identify root causes of problems and guide customers through resolution steps, ensuring minimal disruption to their operations. Documentation skills are critical for maintaining accurate records of customer issues and solutions, facilitating knowledge sharing and continuous improvement. Preferred skills such as familiarity with ticketing systems and certifications enhance the technician’s ability to manage support workflows efficiently and handle more complex technical challenges. Additionally, strong interpersonal skills foster positive customer relationships and teamwork within the support department.