Customer Success and Support Specialist TMP
REMOTE
Annual Compensation: $65,000 to $75,000 DOE
Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you’ll embark in meaningful work that will make an impact on you and the customers we service. View our employees’ stories on how we provide care to the world at www.AtaMomentsNotice.com.
As a member of the Innovation Team, the Customer Success and Support Specialist will support the GMR brand promise of responsive, reliable, and respected by implementing and supporting day-to-day operations of GMR’s Transportation Management Platform.
Duties and Responsibilities:
End User Support:
- Document all support activity utilizing established tracking processes.
- Document and report issues utilizing established escalation processes.
- Monitor incoming support requests, research issues, and provide a response as quickly as possible, with a maximum limit of 1 business day.
- Maintain ongoing communication with users ensuring they are informed of any changes in the system and have a mechanism to report issues and make suggestions for improvement.
System Implementation and Training:
- Assists with the development of training curriculum and conducts formal training sessions covering assigned systems.
- Maintains systems configuration and standardized reference information.
- Assists Business Analysts in the feasibility of, and develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the business (GMR) and users (Customers).
- Tracks and fully documents change for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.
- Acts as a liaison between end-users, business analysts, technical analysts, information technology analysts, consultants and leadership in the analysis, design, implementation, configuration, testing and maintenance of systems to ensure optimal operational performance and customer service.
- Identifies opportunities for improving business processes; assists in the preparation of proposals to develop new systems and operational changes.
- Reads and interprets systems and functional technical literature and translates in terms understandable to the end-users.
- Assist with user acceptance testing, customer training, and ongoing customer-facing support.
- Assist with new system/feature functionality reviews and user acceptance testing for system enhancements and new software versions.
- Researches and prepares statistical reports using data. Consolidates information into cohesive and understandable correspondence or other written form for use in management decision-making.
Minimum Qualifications:
Education/Licensing/Certification:
- High School diploma or GED required.
- Bachelor’s Degree in Business, Technology, Change Management related field preferred or equivalent experience preferred.
Knowledge and Skills:
- Understanding the philosophy of “Software as a Service”
- Demonstrated understanding of the relationship between people, process, and technology especially as it relates to service delivery and process improvement
- Skilled in developing business process specifications; procedures and methods for testing business functions within computer systems; principles and practices of producing effective project documentation including business functions, manuals, and configuration documentation
- Ability to analyze complex business problems, evaluate and integrate business processes and procedures; apply creative thinking in the use of communications systems and develop innovative business processes
- Understanding of Outlook, MS Teams, Excel, and Smartsheet
- Flexible to work evenings and weekends on occasion as required
- Flexible to travel frequently as needed
To learn more about GMR and how our values are at the core of our services and vital to how we approach care, visit www.GlobalMedicalResponse.com.
EEO StatementGlobal Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
- Salary Range $65,000K-$75,000K
- Check out our careers site Benefits | GMR Careers to learn more about our comprehensive benefit options, which include medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation and paid time off.
- The application window for this position is anticipated to close on 1.23.2025
