Customer Support – Tier 1 Position Available In Hillsborough, New Hampshire

Customer Support – Tier 1 Professional Software for Nurses, Inc 4 Limbo Lane, Amherst, NH 6/4/2025 Full time Amherst, NH Closes When filled Customer Support – Tier 1 (On-site Position) Description PSNI is currently seeking a full-time, office-based Customer Support Agent to join our team. The Customer Support – Tier One role provides assistance, information, and technical support to clients, ensuring the maintenance of positive and productive client relationships. This role involves diagnosing and resolving software-related issues, documenting customer interactions, and providing high-quality service through direct engagement with users requiring in-depth technical and functional support. Responsibilities Provide first-line client support and technical issue resolution via email, phone, and other electronic mediums Diagnose and resolve or clarify support requests through analytical discussions with clients Escalate complex cases to appropriate departments with thorough documentation Schedule callbacks and follow-ups for unresolved issues Record all inquiries and resolutions in the internal support database Ensure adherence to established procedures and service guidelines Develop a general understanding of operating systems and company-offered applications Conduct application testing and provide feedback to development and QA teams Stay informed about new product features, industry trends, and support best practices Contribute to documentation through technical writing Qualifications C omputer Skills Strong technical abilities, including proficiency with: MS Office Internet related applications such as E-Mail, FTP and, web browsers Cloud-based software platforms Additional experience helpful JIRA Electronic Health Records (EHR) Customer Relation Management (CRM) tools Typing proficiency: 40-60 wpm A t t e ntion to Detail High accuracy in documenting customer interactions and technical issues Strong focus on quality assurance and product testing Ability to work independently and manage multiple priorities efficiently Communication Skills Positive, empathetic, and professional demeanor Strong listening skills and ability to ask probing questions to understand complex technical issues Clear and concise verbal and written communication, including with non-technical audiences Initiative in following up with clients and documenting solutions thoroughly Passion for customer service and satisfaction Language Skills Ability to read, analyze, and interpret software training manuals, technical procedures, and governmental regulations. Clear written documentation of client interactions and support resolutions Effective communication with developers, managers, and clients alike R ea s oning Ability Strong problem-solving skills and ability to adapt to a variety of non-standardized scenarios Capability to follow and interpret written, oral, and diagrammed instructions Judgement to identify when to escalate complex issues or seek additional input Education / Experience One year of college or technical school in Computer Science or Customer Service; or 1-3 years of customer service or technical support experience; or Equivalent combination of education and experience If you’re interested in joining our team, submit a copy of your résumé.