Jennifer Noel

· Assisted all medical staff within both hospitals with medical devices, password resets, account management, EMR/EHR systems, device troubleshooting, unlocking accounts, etc.

· Managed high levels of call flow

· Document issues, solutions, and system configurations accurately using ticketing systems.

· Collaborate with engineering, product, or vendor teams to resolve escalated issues.

· Guide users through installation, configuration, and maintenance procedures.

· Ensure support complies with HIPAA, FDA, and other relevant healthcare regulations.

· Monitor system performance and provide proactive maintenance and updates.

· Participate in on-call rotations or after-hours support as needed.

· Performed administrative task and assisted in executing business solutions.

· Implemented employee incentive programs to promote a positive work culture and increase retention.

· Successfully entered data into the company database and validated the accuracy of valuable company information.

· Documented performance review schedules and monitored management for timely completion.

· Utilized advanced skills in solving problems and making accurate decisions to implement strategies the brought immediate results

· Generated data reports, enter company findings into the database and perform backups

· Supported data entry across departments as requested, switching promptly to new projects

· Assisted staff with resolving complex customer issues and implementing targeted solutions.

· Cross trained in multiple departments to process customer service requests via phone support, email support, and live chat when needed.

· Documented customer correspondence in CRM to track requests, problems and solutions.

· Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.

· Guided customers through troubleshooting, navigating the company website/mobile app or using the products or services using digital tools focusing on empathetic communication

· Assisted customers by providing confirmations, answering questions and offering general information.