Tech Support Triage

Forian provides a unique suite of SaaS solutions, data management capabilities and proprietary data and analytics to optimize and measure operational, clinical and financial performance for customers within the traditional and emerging life sciences, healthcare payer and provider segments, as well as cannabis dispensaries, manufacturers, cultivators and regulators.

POSITION SUMMARY:
Answers all telephone calls, responds to inquiries, directs callers to appropriate personnel, and creates support tickets/cases as customers call in.

CORE RESPONSIBILITIES:
Answer all calls and place reminders and follow-up calls to customers
Ensure all support coming in on emails, phones, helpdesk tickets and conversations are logged into the support system (Salesforce)
Respond to inquiries and direct callers to appropriate personnel
Schedule appointments
Support the technical support department by assisting other professionals within the assigned department

QUALIFICATIONS:
Experience managing high call volume (50 or more daily) in a technical support department
Communication proficiency – excellent verbal communication skills, active listening skills; collaborates easily, and is friendly and approachable
Time management and problem-solving abilities, strong work ethic, unmatched drive and ambition
Ability to learn new technologies and systems
Display strong interpersonal skills with the ability and desire to work in a fast-paced environment, meet deadlines, and complete time-sensitive duties as assigned
Flexibility – adept at multitasking and work well in a collegial environment. Adaptability to various changing working conditions with a positive, can-do attitude
Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee multiple projects
30-40 wpm typing
High energy team player with a positive attitude

PREFERRED QUALIFICATIONS:
Experience in Windows operating systems WIN7, 8, 10, Server 2008 & 2012, and MAC
Experience in Salesforce

Forian Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.