Associate Technical Support Engineer

Associate Technical Support Engineer

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As a key member of the Support team, you will be proactive and show initiative, have exceptional communication skills, have a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues.

Key Accountabilities:

• Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products.
• Address customer issues and questions promptly and with a positive attitude.
• Conduct technical product research for customers and respond via phone, email and our internal client support system.
• Provide accurate information about the products and services.
• Accurately document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Meet targets set for response time, resolution time, and customer satisfaction.

Desired Skills and Experience:

• College degree and/or technical support and technical troubleshooting experience.
• 1+ years previous experience in customer service, IT, or other related fields.
• EMR/EHR experience is highly preferred.
• Knowledge of healthcare compliance and HIPAA.
• Familiarity with the field of ABA is a plus.
• RBT or BCBA certification is not required, but also a plus.
• Strong empathy for customers
• Ability to build rapport with clients
• Proficiency with technical products and ability to diagnose complex problems
• Ability to prioritize and multitask
• Positive and professional demeanor
• Ability to provide technical consultation and make best practice recommendations.
• Highly organized with superb attention to detail
• Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet
• Ability to communicate clearly and concisely, verbally and in writing
• Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives
• Be comfortable working in a distributed, semi-virtual environment
• Be able to take minimal direction from others and provide maximal output for yourself (and others)

Base Salary Range $40,000 - $50,000 USD