Job Summary/Company:
The Online Product Support Representative provides technical and customer pre & post-sales support across applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, and web-based queries. Working within a supportive team, the Technical Customer Service Representative will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with clients' business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users and administrators. Full training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new technology products.

Responsibilities:
• Respond to customer technical and service enquiries via phone, email and chat that will include such tasks as: account lookup, navigation, access extensions and/or adjustments, and queries related to order entry, purchase history, web store, general updates such as address changes and support product lines including thePoint/Solution Sites, CoursePoint, CoursePoint+, Nursing Concepts, DocuCare, eBooks, Learning Management Systems, Nursing Education products, PassPoint, and vSim.
• Utilize electronic systems to ensure that all inquiries and customer contacts are logged as they occur.
• Guide existing and new customers in the full use and implementation of software and database features.
• Participate in projects to manage the rollout to customers of new releases, and new features
• Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
• Manage relationships with key stakeholders, including product managers, developers, customers, and sales representatives
• Meet and exceed customer expectations.
• Meet and exceed established quality guidelines
• Meet and exceed established attendance policy
• Provide ongoing technical training of customers, administrators and partners, on all relevant products, user interfaces and administrative tools.
• Able to work extended hour shift
• Flexibility to adjust shift hours with advanced notice
• This position reports into the Hagerstown Maryland office however, there may be an opportunity to work remotely.

OTHER DUTIES
• Participate in cross-functional teams and assist other teams in coming up to speed with new products and technologies
• Work to maintain overall departmental goals and service levels
• Participate in testing of upcoming software releases and provide feedback to development
• Attend conferences to provide support to sales, marketing, and our customer base
• As a member of project teams assists in the writing of process documentation
• Proactively provide written technical problem/solution documents for the customer-facing and internal technical knowledgebases
• Aiding in the creation of demonstration resources for software products and client focused services.
• Identify the nature of the call and provide thorough problem solving with detailed ticket creation, management, escalation and follow-up
• Performs other duties as assigned by supervisor

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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.