MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24 / 7 call center environment.

Customer Service and Communication skills are a must and critical to the success of this role.

ESSENTIAL RESPONSIBILITIES

• Interact with customers to provide and process information in response to inquiries, concerns, and requests
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Accurately process and record call transactions using a computer and designated tracking software
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and update
• Identifies troubleshooting techniques / step and documents all case information and updates as information becomes available via Healthy IT ticketing system
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proper phone etiquette and effective listening skills
• Knowledge of customer service principles and practices
• Medical / clinical terminology is preferred, but not required
• Must be able to sit for long periods of time
• Position requires use of headset / microphone
• Experience supporting software computer applications and equipment from a helpdesk environment
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Experience with mobile device support (iPhone, Android, Windows Mobile)
• Must be a team player and build good working relationships across all functions
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
• Need to be flexible, adaptable, and possess creative problem-solving skills
• 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

• Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

Last updated : 2024-06-19