Customer Support Specialist

Job Description
The Customer Support Specialist is the tier 2 support point within the Medical Billing Customer Support Team for issues that cannot be resolved. In this role, you'll be trained to be the subject matter expert in our products, and you’ll be responsible for troubleshooting and resolving complex, non-generic customer issues. 
This is a hybrid role working 2 - 3 days per week out of our Eagan, MN office. 
Responsibilities:
Work with clients to resolve non-standard technical and workflow issues
Provide product training and support for customers 
Assist customers in processing incoming ERA claims
Escalating technical issues that could not be resolved 
Assist in the creation of knowledge based articles and other support bulletins 
Document discussions and issues in the CRM system
Provide training and support for customers regarding their medical billing and medical claims
Troubleshooting medical claims denials and rejections
Ensure customer and partner inquiries are responded to in a timely manner
Research, resolve, and respond to customer concerns received via email, telephone, or escalations, and provide support on desktop systems
Provides end user training where required
Core Competencies Needed for Success in the Role 
Fantastic customer focus
Great communication
Medical Billing, Medical Office, Medical Claims experience preferred
Technical skills are a plus
Data gathering and analysis skills