Summary
The job is a customer support role in IT, primarily based in Waukesha, WI or Winston-Salem, NC. The employee will provide remote support to IT customers from a 24/7 call center environment, requiring strong communication skills and experience in a helpdesk setting.
Requirements
- Proper phone etiquette and effective listening skills
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
- Knowledge of customer service principles and practices
- 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
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
Preferred Qualifications
Medical/clinical terminology is preferred, but not required
