If you have strong self-motivation, the ability to work independently, and a rigorous approach to learning, this position offers you some great opportunities. You will:

• Master a challenging but rewarding role, supporting eye care professionals create a more effective and enjoyable patient journey
• Expand your experience as you handle diverse issues -- no two days will be the same
• Support a great platform that helps eye care professionals grow their practice while enhancing the patient experience 
• Enjoy the convenience of working remotely along with a unique close-knit and supportive culture
• Join a team that takes pride in consistently earning top ratings for delivering outstanding support and service

For over 20 years, 4PatientCare has empowered eye care practices to optimize how they do business and put their best foot forward with every patient. As the only patient engagement and appointment scheduling solution focused exclusively on the eye care industry, we’re uniquely positioned to equip practices for sustained success. 4PatientCare is part of Essilor of America (EOA), the leading manufacturer of eyeglass lenses in the United States. EOA employs more than 7,000 people and operates the largest and most comprehensive optical laboratory network in the U.S.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Technical Support Specialist opportunity, you will have:

• A high school diploma; some college is preferred 
• A customer service mindset
• The ability to read and understand detailed and extensive written instructions, and to grasp complex systems (we work with 25+ platforms)
• Strong self-motivation and the ability to work independently
• Experience working remotely is strongly preferred

Please see the More Insights tab for additional information.

Essilor Group has served the public by creating the standard of quality in ophthalmic lenses. More recently, through Essilor's ecosystem of web properties, we also serve hundreds of millions of digital consumers globally each year. As a Technical Support Specialist, you will support eye care professionals with technical issues, delivering best-in-class service via phone, email and chat. Issues will be diverse and may be complex, requiring resolution through follow-up. We'll set you up for success with a minimum of three months of product training. 

Please see the More Insights tab for additional information.

Autonomy and support
We're looking for someone who can achieve goals independently. At the same time, the Customer Support team promotes a family-like culture in which help is always available.

Make a difference
You'll support the 4PatientCare platform, which delivers measurable, lasting results to support transformative growth for every eye care practice. It also elevates the patient experience by delivering scheduling convenience from any device, personal and timely communication and more.

Unique tools
The 4PatientCare platform provides an unmatched breadth of offerings designed specifically for eye care professionals. We have more than two decades of experience solving eye care providers’ greatest challenges.

Partnering approach
We bring deep knowledge, tailored solutions, timely service, and friendly candor to every client relationship. This enables us to build collaborative relationships that our partners boast about.

Excellent compensation
In addition to competitive compensation, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

More about the Requirements
In addition to the qualifications described under The Requirements tab, you will need:

• The motivation to complete a rigorous training program (resources and support are available)
• The ability to:
  • Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Keep others well informed and convey information clearly, concisely, and professionally when speaking or writing
  • Hold yourself and others accountable to meet commitments
  • Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
  • Make good and timely decisions that keep the organization moving forward
  • Step up to address difficult issues, saying what needs to be said
• A strong desire for continuous growth and learning
• Excellent written and verbal communication skills

You also will need a home workspace that is free of distractions, and reliable high-speed Internet. We'll provide a laptop, although you should have a computer you can use initially and as a backup.

More about the Role
In addition to the responsibilities described under The Role tab, you will:

• Provide advanced product/service information and responds to complex customer questions about the product/service
• Respond to more advanced issue escalations promptly and appropriately
• Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly
• Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities
• Field incoming calls, chats and emails from clients promptly and in a professional manner
• Provide immediate service to customers when possible and create tickets when additional investigation or action is needed
• Proactively reach out to senior agents, trainers, and supervisors with questions to ensure solid understanding and growth on an ongoing basis

More about your success
Frankly, this role isn't for everybody. The 4PatientCare platform actually is a combination of more than 25 systems and platforms. It takes Specialists at least three months to master the complexity, and often it takes longer. The training is complex and technical. You'll need to be highly motivated to learn and complete the training. During training and on an ongoing basis, you'll need to be resourceful and independent, but also willing to reach out for help when you need it.

The technical piece is essential, but just as important will be your interpersonal skills and commitment to exceptional service. Our clients have high expectations, and you'll need to convey confidence and a can-do attitude as you interact with them. You'll communicate with a variety of internal and external contacts, so you should be able to adjust your messaging to the different audiences, such as putting technical concepts into language that is accessible to non-technical people.