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HIMSS User Engagement Specialist in Denver, Colorado

Change is Coming.es

At HIMSS, we’re committed to building a world where everyone, everywhere has access to care that works. A world where a better future for healthcare means leveraging the power of information and technology—and celebrating those who make change possible.

To get there, we’re creating an environment where you have the support, tools and resources that inspire the kind of groundbreaking thinking that will bring this vision to life.

We’re building an ecosystem that brings healthcare professionals and medical providers together to master and drive digital transformations in organizations - and everyday work life. One that pairs an engaging and delightful experience with the best news, training and certification, and research and insights available in the market.

Join us to create what’s next for health– it’s an opportunity you simply can’t miss.

Your Challenge: The User Engagement Specialist will be responsible for providing support to users via telephone and electronic communication. You will acknowledge and process product onboarding questions and issues encountered. Additionally, you act as a connector in our community of members contributing in a way that it can flourish. This position requires a talented individual that excels in software support, customer service and community engagement.

The things that you will tackle:

  • Provide day to day functional and technical support to our clients and users

  • Create and optimize process to enhance individual user and community interactions and experiences

  • Log client reported defects in our case tracking system

  • Provide constant and ongoing communication with users regarding support incidents

  • Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base

  • Optimize product support workflow to improve service levels and velocity of resolutions

  • Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high

  • Support the onboarding of new technologies and support tools

  • Engage without community of users on a day-to-day basis to deliver vibrant interactions and ensuring the quality of contributions meets our content and ethical standards

  • 3+ years of experience working in Product Support or Customer Success

  • Strong drive to ensure member satisfaction and strong customer service skills

  • Excellent verbal (telephone) and written communication skills and professional etiquette

  • Must possess the ability to understand clients’ perspectives and help users meet their needs with existing system features.

  • Enjoy interacting with others and learning about new subjects through conversations.

  • Ability to maintain composure and customer focus while troubleshooting and solving problems, and de-escalating upset customers.

  • Ability to work comfortably in a fast paced, service oriented, organization

  • Possesses a natural interest in healthcare

  • Fun, collaborative and winning team environment.

  • Flexible working arrangements.

  • Competitive pay and comprehensive healthcare coverage.

  • Generous paid time off, including time off to volunteer!

  • Wellbeing programs to support all of your emotional, physical and financial needs.

  • Emphasis on continuous learning and development.

Are you a Changemaker?

Together, we’ll do amazing things for healthcare.

HIMSS is an Equal Opportunity Employer, including Vets/Disabled.

ID: 2021-1061

External Company URL: https://www.himss.org/

Street: 8111 East Lowrey Boulevard

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