ESSENTIAL RESPONSIBILITIES
n• Interact with customers to provide and process information in response to inquiries, concerns, and requests
n• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
n• Deliver service and support to end-users, including via remote connection or over the Internet
n• Research required information using available resources
n• Follow standard processes and procedures
n• Accurately process and record call transactions using a computer and designated tracking software
n• Organize ideas and communicate oral messages appropriate to listeners and situations
n• Follow up and make scheduled call backs to customers where necessary
n• Stay current with system information, changes and update
n• Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
n• Follows proper escalation procedures as defined by management
n• Ensure customers receive prompt, accurate and courteous service
nREQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
n• Proper phone etiquette and effective listening skills
n• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
n• Knowledge of customer service principles and practices
n• Medical/clinical terminology is preferred, but not required
n• Must be able to sit for long periods of time
n• Position requires use of headset/microphone
n• Experience supporting software computer applications and equipment from a helpdesk environment
n• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
n• Experience with mobile device support (iPhone, Android, Windows Mobile)
n• Must be a team player and build good working relationships across all functions
n• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
n• Need to be flexible, adaptable, and possess creative problem-solving skills
n• 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.